Rahim Patel
Regional Head - Retail Asset – eRM & Phone Banking | Retail Banking at ICICI Bank | Contact Centre Operations | Digital Relationship Management
- Role
- Regional Head Retail Asset Retail Banking at ICICI Bank
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Rahim Patel
Banking leader with 14+ years of experience in Retail Assets, Digital Relationship Management, and Contact Centre Operations across leading banking institutions. Currently serving as Regional Head – Retail Assets, leading Virtual Relationship Management (eRM) and Phone Banking channels with accountability for portfolio performance, escalations governance and compliance control.I specialize in driving remote customer engagement models, optimizing digital sales funnels and enhancing service quality through structured MIS reporting and data analytics. My role involves supervising multi-channel teams, monitoring productivity, managing escalated cases, conducting root cause analysis and implementing continuous process improvements aligned with regulatory and audit standards.Strong experience in:• Virtual RM & Phone Banking Leadership• Retail Asset Portfolio Management• MIS & Performance Dashboards (Pivot Tables / VLOOKUP)• Escalation & Complaint Management• Compliance, KYC & Audit Oversight• Cross-functional stakeholder coordinationFocused on building high-performance teams, improving operational efficiency and delivering consistent customer experience across digital and assisted channels.
Experience
Regional Head Retail Asset Retail Banking
Oct 2025 — Present · Mumbai, IN
Lead Virtual RM (eRM) and Phone Banking teams for Retail Asset portfolio management and remote customer engagement.Drive Retail Assets, transaction banking usage and portfolio growth through branch, virtual RM and phone banking engagement.Manage and support Virtual RM (eRM)/ Phone Banking Centre–based customer coverage models, ensuring relationship continuity, productivity, and service excellence.Monitor zonal, branch-wise, and segment-wise performance through MIS and analytics; guide teams on corrective actions and growth opportunities.Partner with Phone Banking Centres, Branch Banking, Operations, Risk, and Compliance to ensure smooth onboarding, KYC/AML adherence, and high service standards.Coach and mentor Relationship Managers and virtual teams to improve customer engagement, cross-sell, and retention outcomes.
Education
Modern English High School
Junior College High School , Business/Commerce, General
1994 — 2005
University of Mumbai
Bachelor of Commerce (BCom), Accounting and Finance
2005 — 2008
Mumbai University
E-Commerce/Electronic Commerce
2005 — 2008
Skills
- Training
- Mis
- Vendor Management
- Microsoft Office
- Business Development
- Retail Banking
- Banking
- Risk Management
- Team Management
- Credit Cards
- Core Banking
- Talent Acquisition
- Employee Relations
- Business Strategy
- Relationship Management
- Human Resources
- Management
- Business Analysis
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