Senior Manager- Customer Services
Kotak Securities
مجموع سنوات الخبرة :11 years, 1 أشهر
Currently working as Sr. Manager -Customer Service,
Handling Mumbai Operation of Customer Service for Online and Offline Broking customers to cater to the trading and servicing needs of Retail, HNI and NRI customers.
Handling a team size of 86 employees in the following functions:
Customer Service desk
NRI / Assist and Privilege Customers’ desk
Portfolio Management Services helpdesk
Branches / Franchisees helpdesk
Technology related issues helpdesk
Emails and QForms - Non Voice Functions
Account Activation
Sr. Manager - TPD (Pan India since August 2010)
Handling a team size of 65 employees and catering to online broking clients in the following Functions:
Revenue Generation
Reactivating inactive client base
Cross Selling of various products like Mutual Fund, Insurance, IPO’s
Dealership rights for certain TPD ownership product
Given system development requirement for tracking dealers performance on brokerage generation
Focusing on ensuring 100% compliance and quality from dealers
Guided and delegated line managers across zones (Pan India) to improvise productivity for dealers and reactivation agents
Spiriting and motivating the team (Pan India) by conducting half monthly huddles whereby also ensuring that appropriate feedback and guidelines are given to ensure achievement of goals via team meetings and tele-conferencing
Retaining clients from account closures and convincing clients on escalated cases
Worked as Manager - TPD ( since Jan 2010 )
•Revenue Generation for West North and Gujarat customers
•Reactivating inactive client base
•Cross Selling of various products like Mutual Fund, Insurance IPO’s
•Focusing on ensuring 100% compliance and quality from dealers
•Motivating the team and Team Leaders to ensure achievement of goals
•Retaining clients from account closures, convincing clients on escalated cases for West, North and Gujarat customers
Manager - Customer Service since March 2008 for Kotak Securities
Key Responsibilities:
- Assisting the Chartered Accountant with his clients on different products like - Loan against shares, LIC policies, Mutual Funds, Personal/Housing and Car Loans
- Making cold calling for credit card, home loan and car loan
- Collection of home loan documents from client and sending for processing in LIC housing finance
- Ensuring disbursement of loan and handing over the disbursement cheque to clients
• PGDBA-DLP in General Management from Welingkar Institute in Mumbai • NCFM - Capital Market Module
• Bachelor of Commerce from Valia Chaganlal College of Commerce and Arts in March 2001