Apr 2015 – Aug 2015 · 4 mos

• As Vice President - Customer Service at Kotak Securities, I managed the Client Service vertical, focusing on enhancing customer satisfaction and service delivery.
• Oversaw the Client Service vertical, ensuring efficient service delivery and adherence to key performance indicators.
• Implemented strategies to improve customer satisfaction scores, aligning service operations with customer needs and expectations.
• Collaborated with internal stakeholders to streamline service processes, enhancing operational efficiency and responsiveness.
• Monitored service trends and customer feedback to identify areas for improvement, driving continuous enhancement of service quality.
• Customer Service Management, Client Relationship Management, Service Delivery, Process Improvement, Stakeholder Management

Apr 2012 – Mar 2015 · 2 yrs 11 mos

• As Deputy Vice President - Customer Service at Kotak Securities, I led contact center operations and managed key SLAs to enhance customer satisfaction, driving improvements across customer lifecycle phases.
• Headed contact center operations across Mumbai and Ahmedabad, directly impacting Customer Satisfaction Score through efficient call and trade services, non-voice channels, and outbound initiatives.
• Successfully managed the Dealing vertical (TPD) across Pan India branches, focusing on reactivating inactive clients and generating revenue, boosting revenue from inactive base by 20%.
• Initiated the COE initiative, grooming and mentoring internal teams to achieve process excellence, contributing to key Lean and Six Sigma projects that reduced operational costs by 15%.
• Improved the handling of internal processes impacting every phase of customer lifecycle (Acquisition, Service, Retention, and Expansion), resulting in a 10% increase in overall customer retention rates.
• Customer Service Management, Contact Center Operations, Process Improvement, Team Leadership, Client Relationship Management

Sep 2009 – Apr 2012 · 2 yrs 7 mos · Mumbai Area, India

• As AVP and Head of Business Process and Quality at LIVIA India Ltd., a US-based startup, I played a pivotal role in developing and operationalizing the Law Practice Management (LPM) model in a SaaS environment.
• Played a critical role as a founding team member in developing the Law Practice Management (LPM) model and making it operational in a SaaS environment, leading to a successful launch of the company's flagship product.
• Contributed significantly to the conceptualization and development of the cloud-based offering ‘LIVIA Legal Portal’ and the ‘4 in a Box’ service delivery model, integrating CRM and CTI to manage 24x7 operations offshore.
• Initiated and rolled out various office automation projects, including an Incident Management System, Collaborative Ideation Portal, and Help desk application, improving operational efficiency by 20%.
• Led as an ‘Internal Security Assessor’ during the ISO 27001 certification, ensuring compliance and enhancing the company's credibility and security posture.
• Business Process Management, Process Improvement, SaaS, Quality Assurance, Project Management

Apr 2008 – Aug 2009 · 1 yr 4 mos

• As Chief Manager - Client Relations at Birla Sun Life Asset Management Company Limited (BSLAMCL), I led contact center operations and contributed to the CRM strategy, enhancing customer service and operational efficiency.
• Established a centralized unit, diverting an existing customer base of 2.25 million to centralized channels, improving efficiency and enhancing CX.
• Instrumental in rolling out a CRM system to 100+ branches, integrating manual channels and ensuring a 360-degree view of the customer.
• Conceptualized and implemented the 'SMS STATEMENTS' (Mini Mobile Statement), a first in the Mutual Fund industry in India, enhancing customer access to information.
• Implemented the 'Click to Call' facility, another industry-first initiative that improved accessibility and convenience for customers.
• Client Relationship Management, Contact Center Management, CRM, Process Improvement, Customer Service

Apr 2004 – Apr 2008 · 4 yrs

• As Team Manager at Prudential Process Management Services (I) Pvt. Ltd., I led migration and management of key processes, focusing on accuracy, quality, and timely delivery in a UK pensions back-office environment.
• Migrated the Pensions process (IPM) from Craigforth – Scotland - UK, ensuring seamless transition and maintaining service standards.
• Successfully managed three FSA breach projects, playing a key role in planning, process mapping, recruitment, training, and execution, mitigating risks and ensuring compliance.
• Successfully migrated the first endorsement product, maturities process, and complex hand-off cases from the UK, ensuring smooth transition to Mumbai and enhancing operational efficiency.
• Played a pivotal role in setting up a Centralized customer service unit for ICICI Prudential AMC, contributing to operational feasibility, workflow design, SAP CRM rollout, recruitment, training, and successful management post-launch.
• Process Management, Migration, Customer Service Operations, Team Leadership, Risk Management

Oct 2002 – Mar 2004 · 1 yr 5 mos

• As a Process Executive at TCS e-Serve International Ltd., I was responsible for processing cross-border fund transfers and ensuring compliance in foreign currency operations for Citibank accounts.
• Authorized debit and credit transactions for live Vostro, Nostro mirror, and Citibank customer accounts to facilitate cross-border fund transfers, ensuring accuracy and compliance.
• Operated FCC – Foreign Currency Cheques and FI – Bangladesh Operations, maintaining operational efficiency and adherence to regulatory requirements.
• Supervised the Site COB (Contingency Business Plan) at Citibank Headquarters, ensuring business continuity during critical situations.
• Trained on FLEXCUBE as part of the COB team for South Africa Fund Transfer Operations, improving operational readiness and preparedness.
• Fund Transfer Operations, Compliance, Business Continuity Planning, Foreign Currency, FLEXCUBE