Shubham Kumar

Operations Associate

Gurugram, Haryana, India9 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Increased NPS for US Stocks from 30% to 80%
Automated reconciliation for 1800+ properties
Streamlined NRI investor processes in mutual funds

Stackforce AI infers this person is a Fintech and Hospitality Operations Specialist with strong process optimization skills.

Contact

Skills

Core Skills

Customer SatisfactionTeam ManagementOperationsCustomer EngagementFinance

Other Skills

AccountingAccounts PayableBusiness ReportingCommunicationCustomer ExperienceCustomer ServiceHospitalityManagementMicrosoft ExcelProblem SolvingProcess AutomationProject ManagementPublic SpeakingReportingStrategic Planning

About

Experienced Operations Associate with a demonstrated history of working in the financial services industry. Skilled in Management, Business Reporting, Microsoft Excel, Strategic Planning, Finance, and Accounting

Experience

Indmoney

2 roles

Deputy Manager

Promoted

Apr 2024 – Present · 1 yr 11 mos

Team Lead Operations & Customer Sucess

Mar 2020 – Jun 2024 · 4 yrs 3 mos

As an experienced professional in the financial services industry, I have been working closely with the product team of US Stocks to gather user feedback and analyze support queries to suggest product improvements for a better user experience. My focus on improving the NPS for the US Stocks product has led to an increase from 30% to 80%.
I have successfully handled a team of 15 members who work on different parts of the process, from document verification to user query resolution. Additionally, I have set up the team and process for US Stocks Service with an outsourced partner and worked on an in-house dashboard for easy handling of queries by agents.
I am responsible for handling highly escalated cases that may lead to RBI or SEBI involvement. Furthermore, I have experience working closely with wealth managers and partners for documentation and smooth investment in products like PMS, fixed deposits, and US stocks, with a minimum investment value of 50 lacs.
My dedication to process optimization and customer satisfaction has been instrumental in driving success in these areas, and I am committed to continuing to improve the user experience for US Stocks customers.

Team BuildingCustomer ExperienceCustomer SatisfactionTeam Management

Sqrrl fintech

Operations

Jul 2018 – Feb 2020 · 1 yr 7 mos · Gurgaon, India · On-site

As an experienced professional in the financial services industry, I have worked closely with founding team members in implementing lending businesses and developing new process flows for NRI investors in mutual funds. My expertise in automating processes for sending transaction reports on a daily basis to mutual fund companies and R&TA (CAMS, KARVY) has streamlined operations and improved efficiency. I have also worked closely with the tech team to maintain and improve customer investment, onboarding, and KYC processes for new investors.
I provide daily, weekly, and monthly dashboards and business reports to the leadership team and investors on user onboarding, transactions, and product sales. Additionally, I have successfully handled highly escalated issues raised by investors regarding their investments and executed high-priority incidents within SLA, coordinating with payment gateways or AMC.
I have also generated trade business from trade clients of the bank and maintained continuous customer engagement through customer visits/contacts, proactively resolving customer issues/queries. My dedication to customer satisfaction and process optimization has been instrumental in driving success in these areas.

Oyo rooms

Senior Executive Finance

Jul 2015 – Feb 2017 · 1 yr 7 mos · Gurgaon, India

As an experienced professional in the hospitality industry, I have successfully implemented sales force and SAP systems for hotel owners' onboarding and vendor payments and settlements. My expertise in reconciling payments from property owners and implementing reconciliation processes across 1800-2000 properties has led to the automated reconciliation of Rs. 12-15 crores (80%) of monthly revenue. I am also responsible for reconciling and recovering payments made by users directly to franchisees or OTAs, with recoveries exceeding Rs.1 crore. Additionally, I work on reconciling bookings made by corporate guests, individuals, or travel agencies on a weekly basis. My attention to detail and ability to automate processes has been instrumental in driving success in these areas.

HospitalityFinance