CORE COMPETENCIES:
KOTARU SAI CHARAN
 Strategic Banking Operations
 Training / Teaching
 Learning & Development
 Marketing & Product Promotion
Management
 Business & Operational Excellence
 Audit & Compliances
 Retail Banking / Onboarding
 People Management & Leadership
 Process Enhancement
 Customer Excellence
 TAT Management
 Leadership & Trainings
 Reports & Documentation
PERSONALITY TRAITS:
 Service-oriented
 Conflict Resolution Expert
 Courteous Demeanour
 Sharp Problem Solver
 Energetic Work Attitude
 Decision-Making
EDUCATION:
 Submitted the Research Thesis for
Doctor of Philosophy (Ph.D.) in the
topic ‘Digital Banking’ in Public &
Private Sector Banks with Special
Reference to Delhi NCR using SERV
Qual model’ from Department of
Business Studies, from Acharya
Nagarjuna University, Guntur,
Andhra Pradesh, India in March
2024.
 Penned Research Articles on Digital
Banking, which were accepted by
three different International Journals
for Publications which were
Published in Jan 2024.
 MBA in International Business
Studies, Acharya Nagarjuna
University, Guntur, Andhra Pradesh,
India in 2015 with 65%
 B.B.A. in International Business
Studies, Acharya Nagarjuna
University, Guntur, Andhra Pradesh,
India in 2013 with 65%.
CERTIFIED LICENSES:
 Certified by the Insurance
Regulatory & Development
Authority of India (IRDAI) in 2018.
 Certified as Aadhar Supervisor by
Contact No.: +91 9891054594|Email: kotarusaicharan@gmail.com
Targeting Assignments in:
Banking Operations in Retail Business Professionals -
Digital Banking Services / Trainer for Onboarding
Conscientious Banking Operations Professional, adept at all facets of bank operations and
management procedures with strong exposure in Retail Banking as well as rendering
Banking Solutions, providing excellent solutions to onboarding Professionals on basis of
High Level of Proficiency in Customer’s Perception on Digital Banking Services .…
PROFILE SUMMARY
 A competent Banking Professional with a strong experience of nearly 6
and half years of verifiable career by successfully propelling through
Banking environment, having experience in end-to-end Banking
Operations Management; capacity of managing the end-to-end
operations, executed operational procedures & systems while focusing
on business objectives & goals.
 Innovative Manager with skills in building and maintaining healthy
business operations with high level of Audit satisfaction in processes
and procedure of Retail as well as Digital Banking. Ensuring high client
satisfaction matrices by achieving delivery & service quality norms.
 Well-organized with a record of assisting management to achieve
measurable performance improvements through requirements
definition and transparent reporting and focus on digital technology
for business process improvements.
 Maintained and ensured compliance with statutory requirements laid by
acts of governing banking regulations
 Exhibited excellence in Academic advisory and driving Digital initiatives in the
areas of ATMs, Debit Cards, Credit Cards, Prepaid Cards, Gift Cards, Mobile
Banking, Internet Banking, POS, Payment Gateway, Cashless Campus Projects
& Digital Wallets
 Distinguished capacities in providing in-depth analysis of markets,
industry trends, competitors, and clients to improve strategic planning
& decision-making
 Dexterous in teaching and creating a ignited & friendly Human Resource
with in depth Knowledge of Customer Perception and Digital Banking
services in India with the right kind of people at right position at right
time.
 Mentoring & monitoring the performance of the subordinates to ensure
efficiency in process operations
 Awareness and knowledge of the wider business, economic, and market
environment in which a bank operates and relevant regulatory
requirements & expectations.
 Stellar in Knowledge of all kind of Banking Services with a Potential to
train the Onboarding Individuals on all Digital Programmes and all kind
of norms regulated and processes which are followed in audit
compliances and creating awareness on latest processes.
 NSEIT on behalf of the Unique
Identification Authority of India
(UIDAI) in 2018.
 Registered Permanent Membership
with Indian Institute of Banking &
Finance (IIBF)
Additional Accreditation
Certified in:
 “Crisis Communication’ &
‘Reputation Risk Management” by
LinkedIn Learning in 2020
INTERNSHIPS:
  Major Project on “Foreign Direct
Investment in Retail Sector in India”
with affiliation to Institute for
Studies in Industrial Development
(ISID).
 Semi-Project on “Export-Import
Documentation Procedures” with
affiliation to the Indian Institute of
Foreign Trade (IIFT).
 Semi-Project on “Foreign Direct
Investment” with affiliation to the
Indian Institute of Foreign Trade
(IIFT).
TRAINING:
 Certified in “Professional Program
on Supply Chain Management &
Trade Logistics from Indian Institute
of Foreign Trade (IIFT)”.
 Part of Different Seminars related to
Research, Marketing,
Entrepreneurship & different
Seminars registered under UGC
(University Grants Commission of
India)
IT SKILLS:
 Computers Basics of M.S. Office
PERSONAL DETAILS:
Date of Birth:
March 4th, 1992
Languages Known:
English, Hindi & Telugu
Permanent Address: F-2 Yamuna,
Indira Gandhi National Open University,
Maidan Garhi, New Delhi, India– 110068
 Rich experience in operating Oracle’s Flexcube innovated by I – Flex with
complete transaction technology and operation of Flexcube with each Fast Path
with Error free entries. Have Good Knowledge in HDFC Bank’s PayZApp which
help’s our client’s with Immediate Digital Transactions plus Quick U.P.I. Money
Technology.
SIGNIFICANT HIGHLIGHTS
 Executed the role of Admin by Additional charge as Cluster Coordinator to 13
branches for 6 months.
 Was Awarded ‘The Bull’ title by HDFC Securities for Qualifying for the Bull Run
Contest for opening Highest Number of DEMAT /HSL Accounts in a Single Month.
 Recognized as the Best Employee for Maintaining Audit Compliance Related
Banking Operations & Managing Cross Sell of different Products along with
Customer Satisfactory Ratings.
 Have trained Multiple BSO in working knowledgeably on Non Cash Transactions &
Welcome Desk as well as in and out of every flex cube commands along with Right
Command to be followed.
 Bagged Star Service Excellence Award for Best Performer consecutively for 8
Months for managing Service & Sales in coordination & Time Management
 Recognized as one of the Best Staff for Pitching the Highest Fixed / Recurring Deposit
in number and value
 Acknowledged as a most Customer Friendly and Trustworthy Employee with the
Right Accuracy & Right Pace with Right Timeline.
WORK EXPERIENCE
Since, 9th Jan 18: HDFC Bank
Growth Path:
PB - WD/Teller (Trainee): Jan 2018 - Apr 2019
Cluster Coordinator: Additional Charge: Aug 2020 - Feb 2021
Assistant Manager(E1): Apr 2019 - till date as Customer Experience Executive (C.E.E.).
Role:
 Maintaining cordial relations with customers to sustain the profitability of the
business.
 Maximising customer satisfaction level by on-time delivery, monitoring customer
complaints, and providing efficient services.
 Interfacing with clients to suggest the most viable product range and cultivating
relations with them to secure repeat business; analysing the customers' financial
requirements and matching the same with the products on offer.
 Preparing & reviewing the reports for the daily activities.
 Mentoring the assigned channels to bring qualified wealth referrals.
 Developing relationships with key decision-makers in target organizations for
business development
 Training the Teams with right Knowledge & right Process with deadlines being met.
 Providing regular feedback to senior management about customer demands in the
marketplace.
 Initiating Relationships with Clients & Teach Ethical Sales with Right Processes.
 Ensuring the highest standards of Know-Your-Customer (KYC) requirements
supported by documentation
 Checking customers' identification and ensuring the customer's forms are completed
correctly.
 Providing customers with services like account balances, automatic payments &
cheque books.
 Responding to requests for information; solving customers' banking problems
 Taking adequate measures to maximize customer satisfaction level.
 Providing superior customer service to both external & internal groups through
excellent customer service skills.