Aniket Sarwade

Client Communication - Implement communication strategies to effectively convey information about insurance products, policy changes, and updates. Make self-explanatory product & process videos for internal and external stakeholders.

Customer Communication - Creating customer communication of various products viz. Digital Savings Account, Bengaluru Metro NCMC Card, Investment, Channels, TPP, Digital Banking Unit. Responsible for creating customer journey communication for various products. Responsible for creating campaigns to generate leads in close co-ordination with product team, acquisition team. Liaise with cross functional teams like Product, Branch Marketing for smooth functioning of activities. Develop and implement comprehensive social media marketing strategies that align with the company's goals and target audience. Collaborate with the creative team to produce compelling and visually appealing content that resonates with the target audience. Create a content calendar and posting schedule to ensure consistent and engaging content across all social media channels. Interact with the online community, respond to comments, messages, and mentions promptly, and maintain a positive brand image. Monitor and address customer feedback, concerns, and inquiries across social media platforms. Stay informed about the latest trends, features, and changes in social media and digital marketing, sharing relevant insights and recommendations with the team. Executing the RBI regulated campaigns across social media platforms. Paid Campaign Management – Design, set up, and manage paid social media advertising campaigns (Google, Facebook, Instagram, YouTube) to reach target audience segments and maximize ROI. Monitor campaign performance, analyze key metrics, optimize ad creatives, targeting, and budget allocation to achieve desired results. Analytics and Reporting – Utilize social media analytics tools to track performance, draw insights, and generate reports on campaign progress and KPIs. Provide regular reports to the management team, highlighting the impact of social media efforts on business objectives. Monitoring & Reporting of fake social media handles & customer complaints (ORM).

Taking care of the customer complaints escalated at the Social Media Escalation and the Nodal desk. Interaction with the customers to solve their complaints related to their accounts. All the requests, queries & issues of customers holding their A/c's (walk-ins/calls) are resolved with satisfactory resolution in specified timeline.

Complaint Management-Taking care of the customer complaints escalated at the MD and the Nodal desk. All the requests, queries & issues of customers holding their A/c's (walk-ins/calls) are resolved with satisfactory resolution in specified timeline. To handle and respond to customer queries, complaints, escalations, notices via emails, letters. To handle ensure proper investigation and resolution of Legal notice/ escalations thereby mitigating the risk of the same resulting in Legal case. Stakeholder Management -Co-ordination required across multiple internal units to get the resolution within time frame. Tracker Management-Handle all documentation/trackers independently.

ORM Management - Handling the Banks Social Media website pages such as Facebook, Twitter, Consumer Forum, Grahaseva, Consumer court Etc. Replying the customer on their comments posted on Social Media Websites. Stakeholder Management – Liaising with various internal stakeholders to resolve customer queries/ complaints. MIS Management - Maintaining Social Media comments MIS on monthly basis.

Personal Banker – Attend all Walkin customers of branch and solve their queries, request & complaints. Complaint Resolutions - All the requests, queries & issues of customers are resolved with satisfactory resolution in specified timeline. Sales - Cross-selling and Up-selling of the TPP (Third Party Products I.e. Life Insurance, Mutual Funds, PL, HL, GL etc.). MIS Management - Daily tracking of deliverables at the branch. Monitoring operational performance of the branch on daily, weekly, and monthly basis.