Bertha Fernandes

As a Branch Operations Manager, leading a team of 21 members with an average footfall of 800 customers and Book size of INR 1500 Crores (EUR. 200 Mn). Responsible for day-to-day smooth functioning of Branch Operations including internal and external audits, customer service, MIS analysis, branch sales and handling of staff matters.

As a Senior Manager, lead a team of 25 member in various Branches. Responsible for Branch Operations and administrative housekeeping of the Branch. Key responsibilities: o Ensuring that the processes are streamlined and error free o Personally involved in handling customer complaints and finding root cause analysis o Monitor Staff productivity and give guidance on improving the same in conjunction with the Branch Manager

Started my banking career in ICICI Bank’s call center and later moved to Operations as a Junior Office, wherein I got an opportunity to learn various systems and understand retail and SME products, apart from handling cash. I was moved to corporate office to handle senior management account relationships, which provided me an insight to handle critical requests and enhanced my presentation and High Net worth Individual account handling skills.