Head Of Operations
CMS Prime
Total years of experience :16 years, 5 Months
Document, manage and maintain operational procedures and policies.
• Manage and drive growth of the client services, onboarding, treasury, and various internal operations teams.
• Oversee global inbound query-handling, continuous platform connectivity, product, and platform information.
• Understand and adapt existing process and technologies to fully comply with global regulators and exceed regional requirements.
• Drive internal domain teams to deliver world class, frictionless onboarding, funding, trading, and service experiences, leading to the extension of the lifecycle of the client.
• Recommend and implement changes and enhancements to the Operations technology stack.
• Coordinate with compliance teams and committees to ensure regulatory guidelines and processes are followed.
• Facilitating improvements in operational workflows and communication across the Group.
• Define tasks with business requirements for technology teams and managing their development priorities in line with the long-term strategy.
• Collaborate with operational teams to identify process and trading platform improvements.
• Provide day-to-day operational and leadership support across the Group.
• Ownership of operational objectives, KPIs, quality control and related project management.
• Coordinate and improve operational reporting process; arrange and maintain timely updated roadmaps and performance reports.
• Plan, manage and execute company's participation in various events and Forex expos across the globe. We regularly participate in expos, including in Southeast Asian countries such as Malaysia, Vietnam, China and Dubai in 2019, 2020, 2021 and 2022. Represented CMS Prime in Forex Expo Vietnam, Forex Expo Dubai and iFX Expo Dubai.
• Onboard Payment gateway solutions. Introduced and signed contracts with various payment Gateways and Solutions, including wallets in South East Asian countries and Credit/Debit Card Solutions for global clients.
• Onboard and manage CRM. Have onboarded various CRMs for the company. We have worked with Salesforce and an in-house CRM before completing customized CRM software with the current provider.
Planned, developed, managed, and executed targeted marketing campaigns for lead generation and brand awareness. Provide excellent Customer support and ensured successful client onbiarding and retention.
Assist Team Manager in handling a team of 18 people. Provide training to employees for client account management and cold calling. Ensuring proper client support with excellent quality is maintained.
Design customer-focused environment with excellent customer service delivery with the help of Team Members. Customer Account management with financial records updating and service delivery within strict SLA. Work with clients to identify the best customer pool to meet their needs. Utilize diverse strategies including social media, Internet In-house database searches, networking and cold-calling.
• MBA in International Trade & Business from ICFAI University with specialization in International Project Management and Strategic Marketing Management.
• B.Sc., Mathematics, CSJM University, Kanpur, Uttar Pradesh, India • Various Certificates & Awards of recognition at various levels in professional & Educational environment.
