Manager - Mutual Fund Operations
Kotak Mahindra Bank
Total years of experience :5 years, 11 Months
• Supervising the calculation and reconciliation for Brokerage Income generated on sale of Mutual Funds
• Verification of Income booking entries for the bank and ensuring process completion within timelines.
• Developed a program in MS Access for reconciliation of brokerage income received. Time taken for reconciliation has been reduced from man-days to man-minutes.
• Coordination with AMCs and RTAs for brokerage rates, payments, certifications and clarifications
• Handling Audit for Income booking process and ensured zero defect reporting.
• Handling cases escalated to the Senior Management, RBI Ombudsman and Consumer sites.
• Analysed customer complaints, suggested areas of improvement and implemented them, thus bringing about a 48% reduction in complaints for branch banking.
• Supervising customer service operations and ensuring customer satisfaction by achieving delivery and service quality norms across 900+ retail branches.
• Designed Quality Manual for handling of customer requests and have achieved 100% Quality score for Branch Banking team in the audit conducted.
• Developing and organizing contest to motivate branches towards better customer service.
• Analysed root cause for customer complaints, suggested areas of improvement and implemented them, thus bringing about a 75% reduction in complaints for NRI department
• Coordinated with Product team, Retail Technology Group for rolling out new products
o Query assignment to respective teams based on user selection
o Generating Demand Draft and also letters sent to the customers through excel
o MIS generation in excel for calculating productivity and six sigma
o Software developed to ensure that customers are provided with all information related to request.
o Database management in excel for registrations received in HTML
o Set up the process flow and introduced the concept of two sided window envelopes to aid in delivery and reduce cost for non-personalized deliverables sent to customers.
• Designed an Interactive E-learning module for knowledge of banking transactions.
• Imparted training on NRI Services products, processes and documentation to Branches, Overseas offices, Call Centre, Sales and Operations team
• Handled SOAX compliance, Five S and audit reports for the team and always sustained zero defect reporting.
• Expertise in NRI Operations / Product - Through exposure and understanding of functional aspect and operational knowledge of products and process
