• Responsible for Operation services of the entire Region. (30-35 Corporate clients)• To ensure smooth functioning of all operational activities for all corporate.• To observe the adherence of all SLAs and SOPs by the entire team of operation services.• To strategies, innovate and automate processes to improve the productivity.• To drive for reduction for cost of deliveries.• Handle Escalation for prime customers and high value customers.• To ensure efficient services during pre-issuance and post issuance of policies to internal as well as external customers.• To organise information, documentation and ensure publishing of MIS / Reports on regular intervals.• Steering efforts for implementing customer survey and tracking system resulting in valuable feedback for continuous improvement efforts

Describe your position

• Spearheading operations for 2mpower customer support desk• Directing initiatives for 40% of 2mpowers total sales through distributors, online and catalog purchases• Formulating daily call center team plans to ensure achievement of organisational goals• Steering efforts for implementing customer survey and tracking system resulting in valuable feedback for continuous improvement efforts• Designing ‘Nesting Area’ training resource for new employees to enhance their knowledge and customer service skills• Maintaining a clear Customer Service Protocol which helps in client activation as well as continuous usage of the product

• Oversaw customer service operations for rendering and achieving quality services as well as provided first line customer support by answering queries and resolving their issues• Fostered healthy relationship with national and global investors to sustain the profitability of the business• Resolved customer grievances through calls, e-mails & postal letters• Aligned workflows to facilitate structured support in all areas and issues• Liaised with members and initiated actions to prevent further market losses and ensured integrity of firms• Steered process improvement initiatives through system changes, process re-alignment and efficiency management• Handled a team and liaised with global counterparts• Looked after investor transactions including subscriptions, redemptions & transfers and the associated money movement• Coordinated with internal groups such as sales, operations, compliance legal and account control with respect to transaction processing, billing, etc.

Managed & streamlined the entire Outbound process for Reliance Mutual Fund.Introduced & successfully implemented Predictive dialer for outbound process. Designed & implemented PMS(performance management system) for outbound executives. Managed successfully 14 campaigns/process single handed. Actively involved in recruiting & training.