Anu Somaraj

131, 5th Phase, Maharani Avenue, Vadavali, Coimbatore- 6410041

Contact No: +91-9037721202
Email id: anusom3@gmail.com

BANK BRANCH MANAGEMENT

Outstanding banking management professional with extensive experience developing high net
worth client relationships and referral networks. Deliver exceptional results through business
development, client management and strategic planning. Expertise in cultivating and maintaining
key relationships. Leverage core strengths and connections to develop new business, establish
lasting banking relationships and secure strategic alliances.

Areas of excellence

Staff Management & Leadership Referral Networks

Business Development Sales Strategies / Tactics

Account / Client Management Resource Planning & Scheduling

Financial Principles & Practices Organisational Skills

ROLE: BANK BRANCH MANAGER

Royal Bank Of Scotland, Natwest Bank, London Mar2010 -Till Date

Line Management:

Overview a team of 25 bankers (Customer advisors, Tellers, Team Leaders, Customer service
Officers) that executed all sales activities, established and achieved sales goals through effective
sales management techniques and maintain / balance their delivery of customer experience cash
and control / risk. Recruited, trained and mentored staff on client profiling, conducting sales
meetings and closing deals.

Developed, planned and implemented activities to support the development of individual capability
and responsibility of my branch, including effective coaching and feedback.

Support senior bank managers in delivery of people metrics and employee satisfaction in the branch.

Customer Centric:

 Monitor, observe and coach team holding meaningful conversation with customers to
identify, understand and meet their financial needs, and giving them feedback as
appropriate.
  Ensured that the team demonstrated :
 ‘Treating Customer Fairly’ principles and delivered fair outcomes for customers in
every transaction with them.
 Handle customer complaints effectively, where complaints are received and/or
errors found, ensured that those are promptly resolved, put right and learnt from.
 Encouraged and educated our customers to use the channel that suits their needs,
e.g. actively promoting the benefits of online/telephone banking etc.
 Adhere to the professional appearance and courtesy standards.

Investment In People:

 To deliver optimum performance of the team through management of overall performance

of individuals through Personal Development Plans, 1:1 reviews and the performance
management framework.

 Responsible for ensuring that the team:

 Keep up to date with key communications and changes by participating in training
and briefing activities that will ensure ongoing awareness of changes to products
and services.
 Are accredited for relevant roles
 Operate as Ambassadors for the Bank by displaying commitment to team, business
area and the Group (RBS)

Business environment:

 Identify and manage risk to ensure the Bank’s key regulatory, operational, credit and control
processes are adhered by the team.
 Ensure the team maintain an understanding of the Bank’s procedures and policies and
adherence to the Bank’s Code of Conduct.
 Constantly look for innovative ways of doing things better by identifying process
improvements within own area of work.
 Build a commercial awareness by keeping up to date with issues impacting on branch, RBS
group and the external environment

Key skills and experience:

 Empowerment and delegation skills.

 Track record of building, lending and motivating successful teams to meet business
objectives.
 Experience in managing the performance of others through the Bank’s Performance
management processes.
 Ability to work at pace and against pressure.
 Verbal and written communication skills.
 Knowledge of operational processes and regulatory requirements from a people context.
 Good understanding of sales, service and risk processes including technology aspects.
  Strong technical and professional knowledge relative to personal sector.
 Always willing to embrace changes and new ideas for Group’s development.

ROLE: TEAM LEADER

Royal Bank Of Scotland, Natwest Bank, London Mar 2006 – Feb2010

Line Management:

Team Leader supervisory role, responsible for coaching and developing a team of ten Customer
Service Officers, maintaining and balancing their delivery of great customer experience, productivity
and control/risk.

To gain commitment of the team to be customer centric, right first time, pursue continuous
improvement, drive for efficiencies and innovate in services and processes.

Develop, plan and implement activities to support the development of individual capability and
responsibility for the branch, including effective coaching and feedback.

Key skills and experience:

 Ability to support own and others’ development through effective coaching and feedback.
 Ability to manage the performance of others – including performance reviews and
appraisals.
 Ability to work unsupervised.
 Professional approach to daily work activities, maintaining high standards of personal
conduct.
 Knowledge of operational processes and regulatory requirements.
 Knowledge of RBS Group Policies, Processes and Procedures e.g. Regulatory, Risk, People
etc.

ROLE: CUSTOMER SERVICE OFFICER

Royal Bank Of Scotland, Natwest Bank, London Oct 2004 – Feb 2006

Responsible and accountable for proactively delivering an outstanding customer experience to our
customers and also help them by ensuring they are referred to the appropriate specialist provider to
identify and meet their needs e.g. Financial Planning Managers, Mortgage Advisors, Off Shore
Banking Managers etc.

Key skills and experience:

 Customer focussed individual with proven ability to deliver outstanding customer

experience.
 Good interpersonal skills e.g. ability to build rapport and hold a meaningful conversational
with customers and colleagues.
 Good technology skills e.g. PC, ability to use Automated Teller Machines and Cash Deposit
Machines.
 Team Working - display a ‘One team’ approach to working in teams within and across own
business areas.
ROLE: SALES ADVISOR / SUPERVISOR
Debenhams PLC, London Jun 2004 - Sep 2004

Effectively led a team of 15 employees under the supervision of sales manager within an extremely
fast paced environment. Managed markdowns, cash reconciliations, product merchandising,
directed promotions, store events and conducted training for new recruits.

Key skills and experience:

 Demonstrated creative skills with recognised window displays and in - store layout for
buying appeal.
 Top seller of store cards and other insurance products.
 Took over retail operation, cultivated program to train sales assistants and developed
highly effective marketing campaigns such as involvement in the local community, fliers at
local events, etc.

ROLE: VOLUNTARY WORKER

British Red Cross and Oxfam, Croydon, London May 2003 – Apr 2004

Worked as a voluntary worker for couple of major charities in the United Kingdom and received
“Outstanding Voluntary Award” from the Secretary of State for Education, London

QUALIFICATIONS
Successfully completed “Future Leaders Training Programme” from RBS London, Oct 2010

MSc Microbiology – Awarded from Bharathiyar University, Coimbatore, India, Jul 2002

BSc microbiology – Awarded from Bharathiyar University, Coimbatore, India, Jul 2000

Technical skills – Proficient in computers

PERSONAL DETAILS
DOB : 08-Nov-1979

Languages known : English, Hindi, Malayalam, Tamil

Interests : Movies, music, organising events, travelling, collecting antiques

AnuSomaraj

PS: References available on request.