Managing all the transactions for PMS & AIF funds thru CAMS.Owning the PMS-Service Department for HO & BranchManaging Investor Relations Desk and R&T Function for PMS Business i.e, Equity & Real Estate PMS, VCF Funds and AIF Category I,II & III investmentKey Relations with the Distribution & Product TeamResponsible for servicing B2B and B2C channel needsProcess Improvement & Automation in area of Operations

Managing a Team of Investors Services for Portfolio Management Services Products.Expertise in below Products:- Equity PMS Investments- Real Estate PMS Investments- Alternative Investment Fund- Venture Capital FundManaging the Distributor Engagement ProgramBranch Training and Development

Heading the Customer Service & Operations Function for Wealth Management & HNI Broking for HO & PAN India Branch customer Service.Products Baskets: -: Equity Cash & Derivatives, Currency Market and Commodities.-: MF, PMS, Bonds & debentures, Structured Product, Distressed Funds, Home Finance. Life & Gen. InsuranceTeam Responsibility:• Ensure Smooth all Wealth Product Transaction Executions• HNI Broking Back-office & Operations Handling• Structured Product Transactional & Servicing• Constructing full proof back end system, liaising with technology, products and risk • Independent co-ordination with key clients existing in the wealth division • To ensure turnaround time for service queries is best in the industry. Managerial Abilities & Project Management:• Managing 400+ Wealth Client Transactions with Total AUM of 3000 Cr corpus• Managing 3000+ HNI Broking Client for all Service needs• Handling the Structured Product Servicing for B2B & B2C Channel• Implemented Monthly KRA Score Card for all Service Managers• Designed & Developed SOP’s on 1. Wealth & HNI Broking Customer Service2. Wealth Product Transaction Processes.3. Account Opening Manual 4. Structured Product 5. New Joining On boarding & Training Manual• Pivotal Contribution in Improvement on Miles system Development• Preparing & compiling various weekly/monthly MIS reports pertaining to process, and Innovations implementation throughout the LOB

Senior Manager: Customer Service/BO Operations & Risk ManagementProcesses Handled• Managing Direct Channel (Branches & Retail Clients) Service Desk• Indirect Channel Business Customer Service Desk through;1. Customer Service Voice Process2. Customer Service Non-Voice Process3. Customer Communications thru Chat Software4. Integrated Voice System• Risk Management Desk• Call N Trade Advisory Desk for Online Trading Clients• CIP ProcessKey ResponsibilitiesManage Inbound Call CentreEnsure to Respond Customer queries received thru emails within TATAdherence of all SLA:1. Control Call Abundancy2. Email TAT3. Quality assurance with zero COC4. Chat Request TAT5. AHT Monitoring6. Escalation ManagementEnsure CSAT is achieved by every CSRRelationship management with Good Net worth ClientsControl the Volumes to analysisTraining Requirements of Business partnersProcess Improvement is continuously scaledManagerial Abilities & Other Ideations• Managing the Team size of 80 Executives and 5 manager• Managing 900+ Sub broker PAN India with all Support functions• Have led the several New software automation process like;o Drishti (Voice dialer) Integration Customer Service Desko Talisma 6.0 Integration at Entire HO levelo New CRM Web Based software launched and Roll out (Non Voice)• Launched a New Chat software for PAN India Customers• Created the Screen based Dashboard to Monitor Online abundancyQuality Achievements• Six Sigma Green Belt Certified with 1 Project Accomplish and have mentored 4 other GB Projects.• Been a part of awarding Team of 2 Best Black Belt Six sigma project• Designed the Email processing guide to ensure standardization and quality email communication to all the clients.• Designed the email monitoring parameter sheet for internal employees.• Developed several others micro Automation in to the system to maximize employee efficiency.

Customer Service Manager: Customer Service/Senior Management Escalations/Loans & Investment OperationsProcesses Handled• Domestic Call Centre process for all Loan & Investment products• Central Email Desk for PAN India Customers• Higher Management Escalation Team• Loans Escalation and RCA team to fill Process Gaps• Email TAT• Quality assurance with zero COCManagerial Abilities & Other Ideations• Leading the Team of 12 CSR to manage entire Voice and Non-voice Processes• To Control the SLA/Metrics and ensure 100% Roster adherence• Conceiving/implementing short/long-term plans for achievement of objectives• Ensure the Reduction in volumes to Manage the Cost Centre• Interacting constantly with the client through the web (Talisma 6.0 software) with regard to various aspects such as loans disbursement, Escalation matters for assured service failure and Operational matters.• Preparing & compiling various weekly/monthly MIS reports pertaining to process, and Innovations implementation throughout the organization• Have been Integral Part in Software improvement of Finnacle FCRM with UAT Testing owner.Quality Achievements• Customer Satisfaction Index• Played a pivotal role in levying 5S and Quality Management in ICICI Bank.• Recognized as Quality Champion for consecutively for three months. • Awarded with the Sparkling Star for Innovation at work in Financial Year 2006-07 in ICICI Bank.