 Managing service operations for rendering and achieving quality services, providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT. Handling customer service operations inclusive of implementing short / long term plans; coordinating with team with focus on excelling business targets & service delivery metrics. Identifying improvement areas and implementing adequate measures to maximise customer satisfaction level. Handled customer complaints & carried out assigned work activities as per company policies and procedures Exercise due diligence in processes related to customer transactions  Identify improvement areas and propose constructive changes to achieve operational excellence. Provide suggestions for team development. Be presentable and pleasant at all times. Maintained integrity, professionalism and friendly attitude. Contribute positively as a team player. Heading a team base of 6 people comprising of RMs, dealers and back-office executive and managing the process of branch business and operations Servicing HNI clients in relation to their investments in different avenues like equities, commodity and currency etc. Ensuring implementation of standard processes for various products/trading platforms viz. equities, commodities, currency/equity derivatives etc Ensuring compliance with regards to the current SEBI regulations for various product segments Developing various processes for guiding the team towards attainment of their revenue goal Responsible for overall management and profitability of the branch