Updated with the experience of HDFC Bank Experience.

1. Shuvankar Pal
+91 9742390905 │ shuvankar1971@gmail.com / shuvankar71@yahoo.com │ Skype ID: shuvankar.pal71
Management Profile: Banking / KPO / ITES / Training &
Development
Dynamic & results-driven senior industry professional with 9+ exposure in retail branch banking operations,
managing banking BPO transactions as well as training & development, process audits and knowledge transfer (post
process migration). Distinguished holder of certification in Anti Money Laundering and Sanctions Compliance from
International Compliance Association in collaboration with The University of Manchester and for demonstrated
ability in surpassing business & customer satisfaction targets across professional career; exploring challenging
managerial assignments with a professionally managed organization
Core Competencies…
Strategic Planning ~ Banking Operations ~ Credit & Collections Management ~ Fraud Management ~ Anti Money
Laundering ~ Retail Operations ~ Compliance Management (Audit & RBI Directives) ~ Resource Optimization ~
Client Relationship Management ~ Stakeholder Interaction ~ Cross Functional Team Coordination ~ Training &
Development ~ Training Need Analysis ~ Curriculum Development & Analysis ~ Post Training Evaluation
Leadership Strengths & Highlights
Banking Management:
Significant exposure in various aspects related to Branch Banking, Centralized
Operations, Credit, working on various types of banking software and multiple
applications and dealing with customers from diverse social segments
Operations Management:
Adept at implementation of various process improvement initiatives aimed at
rendering qualitative service delivery across day to day operations. Well versed in
RBI norms related to Branch Banking, Retail Operations, Credit, FEMA guidelines
and other related issues pertaining to day to day banking operations
Audit Coordination:
Well versed in various aspects of internal & external audits in compliance to RBI and
other statutory regulations for maintaining seamless banking operations
Team Leadership:
Adroit in creating and sustaining a dynamic environment that fosters development
opportunities and motivates high performance amongst team members
Training & Development:
Identify specific talents and aspirations of employees and facilitating process
training sessions enabling career growth for employees within the organization
Professional Experience
HDFC Bank Ltd, Bangalore : Manager – Operations (Retail Branch Banking Operations) : Feb 2016 till date
Enterprise Impact:
 Rated high for enhancing customer satisfaction targets and business generation through qualitative service
delivery
Key Profile:
 Manage day to day retail banking operations encompassing Welcome Desk, Branch Banking, Customer
Interaction, Teller Operations and others
 Function as Personal Banking Authorizer to authorize high value payments (deposits and withdrawals), NEFT,
RTGS, Outward Remittance (International Transfers), Internal Funds Transfer as well as Demand Draft payments
of over INR 50,000
 Build / maintain productive business relationship with existing clients and prospects for identification /
development of new business opportunities

2.  Generate market awareness on various banking products & services by organizing promotional campaigns for the
target market segment for enhancing business & revenue for the bank
 Evaluate various parameters related to branch operations, high transacting accounts / related transactions, office
accounts and related transactions
 Assist in various internal & external audits in compliance to RBI & audit guidelines / circulars for seamlessly
implementing audit recommendations
 Highlight critical / escalated customer issues with potential business impact to the senior management for
remediation leading to significant cost savings
 Maintain regular interaction with internal and external customers / departments and authorities based on business
as well as operational requirements
 Updated manual register, records & documents based on audit requirements. Conduct audit and compliance check
in different sections of the branch banking operations area including safe deposit lockers
 Prepare/ present various status reports to the senior management and other stakeholders to enable effective
decision making
 Organize team meetings & training sessions for team members. Update team on changes in processes, circulars etc
from time to time for maintaining seamless operations
 Enhance team satisfaction by effectively resolving issues and implementing various motivational measures
 Liaise with team assigned with team retention and development in enhancing operational efficiency of team
members
HSBC Data Processing India Pvt. Ltd., Bangalore - India : Jan 2007 – Jan 2016
Sr. Customer Service Executive - HSBC Payment Services ~ Aug 2010 – Jan 2016
Enterprise Impact:
 Functioned Process Trainer to train 17 new team members of Bangalore on French Cheque Process subsequently
re-migrated from Kolkata to Bangalore
 Participated in workshop and was certified in Anti Money Laundering and Sanctions Compliance from
International Compliance Association in collaboration with The University of Manchester
 Recipient of multiple awards for enhancing service quality across the tenure with the organization
Key Profile:
 Managed International Euro Payments in Cheque Processing, a transaction process under HSBC Payments Service
Operations for France
 Functioned as Auditor / Checker conducting audit & compliance checks prior to final delivery of jobs to the
business area aimed at enhancing operational accuracy
 Audited Cheque Reconciliation Process, and Cheque Adjustment prior to final credit of funds to the customers’
account. Assessed various reports on compliance issues
 Rendered process training, cross training, business and procedural updates based on business as well as
operational requirements
 Maintained service levels across 9 queues by deploying resources based on business volumes across shift.
Implemented various process improvement initiatives aimed at enhancing operational efficiency and departmental
profitability
 Updated knowledge on Anti Money Laundering, Sanctions, Global Standard and Code of Conduct and organized
knowledge transfer sessions for team members
 Prepared & presented various status reports for the senior management and other stakeholders to enable effective
decision making
Customer Service Executive - Credit Card Services ~ Jan 2007 – Aug 2010
Enterprise Impact:
 Rated high for performing from 2nd week of training & generating average sales of 80 cases a month against
monthly target of 50 cases with consistent call quality of 98% and above on a given target of 96%

3.  Functioned as mentor and referral for the entire new team of 17 FTEs encompassing procedural, business and
process updates for accomplishing SLA parameters
Key Profile:
 Catered to Telephone Banking Department of HSBC Credit Card United States involved in filing reports on lost /
stolen credit cards, blocking, activating cards and filing fraudulent or disputed transactions
 Focused on enhancing client satisfaction by followed up with concerned departments in effectively resolving
reported customer issues
 Resolved & escalated critical issues with potential business impact to the senior management or respective
departments for implementing effective remedial measures
 Evaluated & managed disbursement of fraud refund, adjustment and credits by investigating accounts defrauded
to eliminate revenue leakage
 Rendered subject matter expertise in organizing training sessions for new recruits to maintaining parity amongst
existing & new team members in terms of product and process knowledge
Previous Assignments
 Family Business ~ MM 1998 – Dec 2006
Academics
Education
 PG Diploma (Industrial Relations & Personnel Management), Bhavan’s College of Communication and
Management (Bharatiya Vidya Bhavan) (1994)
 B.A.( Bachelor Of Arts), Calcutta University (1992)
Professional Development
 ICA Certificate in Anti Money Laundering and
Sanctions Compliance
 Elementary Certificate in French Language
 Certificate in Computer Operations
 Code Of Conduct
Date of Birth: 11th November 1971 ~ Languages Known: English, Hindi and Bengali
Nationality: Indian ~ Passport Details: H3250937 valid till 2019 ~ References: Available on Request
Address: My Home, #305,”SINDHU”, 2nd Flr., 159 - 161, G P Rajrathnam Rd, BTS Layout, Arekere, Bannerghatta Rd,
Bangalore – 76