Velency Pinto
Banker
Feltham,Middlesex
Summary
Experienced banking professional with 9 years in branch operations, customer service, and regulatory compliance. Specialises in managing operations, enhancing team performance, and ensuring KYC and AML adherence. Excels in delivering exceptional customer service and resolving complex queries. Recently relocated to the UK with full right to work, seeking roles in banking, customer service, or administration.
Overview
9
9
years of professional experience
Work history
Deputy Branch Manager
INDUSIND BANK LTD
2025.04 - 2026.06
- Acted as Branch Manager during absences, maintaining uninterrupted operations and achieving set targets.
- Assisted Branch Manager in managing branch operations, supervised and led team of 5 across customer service, operations and sales functions, contributing to achievement of branch KPIs.
- Achieved compliance with regulatory requirements (RBI, KYC, AML) and internal audit standards, with zero major audit findings.
Service Delivery Manager
INDUSIND BANK LTD
2022.07 - 2025.03
- Achieved and maintained customer satisfaction scores through proactive issue resolution and service improvements. Reduced customer complaint resolution time by 20-30% by streamlining escalation processes and improving coordination with internal teams.
- Cultivated strong customer relationships, boosting overall client satisfaction.
- Oversaw daily service desk operations, ensuring accurate and efficient transaction processing.
- Promoted digital banking solutions, contributing to a 60% increase in mobile/internet banking adoption among branch customers.
Teller Authoriser
HDFC BANK LTD
2021.04 - 2022.07
- Oversaw cash transactions and financial instruments, ensuring compliance and accuracy in all dealings.
- Coordinated branch staff activities and managed teller operations to ensure efficient service delivery.
- Established and maintained customer relationships, providing assistance in resolving issues and enhancing overall satisfaction.
- Contact prospective customers to determine customer needs, present information, or explain available services and cross-sell the bank’s portfolio of products.
Teller
HDFC BANK LTD
2017.06 - 2021.03
- Supervised debit, credit, and cash transactions, ensuring accuracy and compliance with bank policies.
- Review cash accounts on a daily basis.
- Coordinated product exchanges and returns in line with bank procedures, enhancing customer satisfaction and operational efficiency.
- Supply clients with relevant information on products and services available in the bank.
Education
B.COM -
St. Xavier's College of Arts, Science and Commerce
Goa, IndiaH.S.S.C. -
St. Thomas Higher Secondary School
Aldona, GoaS.S.C. -
St. Thomas Girl's High School
Goa, indiaSkills
- Data analysis: Skilled in Technical support in using the following tools efficiently Microsoft Excel, Word, Powerpoint, Tally ERP9, Online research
- Knowledge of banking regulations
- Familiarity with financial products
- Technical sales expertise
- Team leadership
- Languages: Fluent in English, Konkani and Hindi
Accomplishments
- Achieved Star Excellence awards for ten months.
- Certificate for Life Insurance achievement for the month of December 2019.
- Certificate for YTD (Year-to-Date) achievement in Life Insurance.
- Qualified for BBH contest in the month of Jan 2020.
CURRICULAR EXTRA - CURRICULAR ACTIVITIES
Reliance Mutual Funds – Contacting existing and new customers to explain the advantages of buying their company’s services. Event Management – Ensured smooth flow of activities of the day, attended any issue of participants and attempted to resolve it. Data entry operator – Enters data from paper records into database management system within specified timeframe. Administrative duties such as filing forms and reports. Reliance Mutual Funds – Contacting existing and new customers to explain the advantages of buying their company’s services. Event Management – Ensured smooth flow of activities of the day, attended any issue of participants and attempted to resolve it. Data entry operator – Enters data from paper records into database management system within specified timeframe. Administrative duties such as filing forms and reports.
Timeline
Deputy Branch Manager
INDUSIND BANK LTD
2025.04 - 2026.06
Service Delivery Manager
INDUSIND BANK LTD
2022.07 - 2025.03
Teller Authoriser
HDFC BANK LTD
2021.04 - 2022.07
Teller
HDFC BANK LTD
2017.06 - 2021.03
B.COM -
St. Xavier's College of Arts, Science and Commerce
H.S.S.C. -
St. Thomas Higher Secondary School
S.S.C. -
St. Thomas Girl's High School