Manager Customer Service

S.Arunraj

Mobile: +91-917******* E-Mail: ***********@*****.**.**

Personality Profile

I am a proactive, disciplined and result oriented individual, enjoy working

in a group and adaptable to changing environment.

Career Objectives

To contribute in all ways my experience and expertise to further the goals

and objectives of the organization I serve for. To constantly and

consistently climb the learning curve in order to become an invaluable

asset to the people and organization I associate myself with.

Strength

My experience in various fields, adaptability, leadership and mobility

enables me to have a holistic perception on organizational requirements.

My inter-personal skills enable result oriented team performance. Adept at

handling large teams by fostering achievement oriented environment.

Work Experience

Seventeen years of experience in Branch Operations/Mutual Fund

Operations, Investor Relations and Project Management in Senior Management

roles in UTI-Technology Services Ltd. and Karvy Computershare Pvt. Ltd

Current Employer:- Karvy Computer Share Pvt Ltd., Hyderabad

Working as Senior Manager with Karvy Computer Share Pvt. Ltd., from August

2011 to till date.

Responsible for service delivery of Special products/ MIS/New project

Implementation divisions for Reliance Mutual Fund.

Member of Senior Management group responsible for service delivery & Client

Relationship Management with client.

Role: Head- Operations:-Special Product Division,

> Responsible for monitoring and completion of over 50000 new

Systematic Investment

applications/Systematic Transfer Applications reported from over 200

branches spread across the country and also for timely execution of

over 15,00,000 lakh monthly transaction under SIP/STP spread across

different dates

> Responsible for submission of various periodic MIS to Client and

company's Internal Management.

> Guiding and mentoring over 150 staff who works on a three shifts for

maintaining quality and service standards.

> Responsible for implementing various business level changes required

for day to day operations by closely working with company's IT team

and getting the same tested, and then roll-out for production.

> Responsible for complete reconciliation of unit capital created vs.

money received during different SIP cycles

Role: Head- Operations:- MIS & Business Reporting

> Responsible for delivery of various regulatory, daily/Monthly and

periodical MIS to AMC.

> Receiving/understanding various business requirements relating to new

MIS from client.

> Preparation of Business requirement Document and sharing with

company's IT division Running of UAT of new reports before it gets

implemented in live environment by closely working with company's IT

team and getting the same tested, and then roll-out for production.

> Role: Head- Operations:-New Projects Implementation,

> Receiving and understanding new business initiatives/process changes

from client

> Preparation of business requirement document and sharing the same with

company's IT team.

> Closely interacts with various teams of AMCs like business/IT and also

internal processing team in aligning the business requirements.

> Carrying out UAT and confirming as to correctness of new changes

implemented.

> Preparation of user manual and arranging for necessary training to

various front office users on new process changes rolled-out.

Previous assignments handled at Karvy:-

Role: Head- Operations:-Central Processing Zone for UTI Mutual Fund Unit

(From December 2007 till August 2011)

> Responsible for implementing various business level changes required

for day to day operations by closely working with company's IT team

and getting the same tested, and then roll-out for production.

> Responsible for monitoring and completion of over 10000 commercial

transactions reported every day from over 200 branches spread across

the country.

> Responsible for submission of various periodic MIS to Client and

company's Internal Management.

> Guiding and mentoring over 300 staff who works on a three shifts for

maintaining quality and service standards

> Responsible for UTI Mutual Fund's online website and exchange

transactions processing and customer service.

Important milestones achieved in present assignment:-

> Migration and consolidation of schemes from various registrars into

One Company.

> Setting up of various process controls and system implementation of

more than 40 different Mutual Fund products.

> Rolled-out complete package of vernacular language processing for

UTI Mutual Fund by conceptualizing and designing various formats of

deliverables and MIS.

> Rolled-out Mobile commerce application for UTI Mutual Fund.

> Managing UTI Mutual Fund's online website and carrying out periodic

changes as desired by UTI Mutual Fund.

> Rolled-out Internet-SIP application for UTI Mutual Fund.

> Part of Project team, which over-hauled the Unit Linked Insurance

Plan (one of the oldest Insurance Plan) and setting up various

process controls in system.

> Overhauled Special Product processing at Reliance Mutual Fund.

> Have brought down the customer complaints from the peak of 4500

during the month of August 2011 to around 300 during December 2012.

> Have successfully implemented Six Sigma initiative for improving

the turnaround time for completion of entire SIP registration

process.

> Rolled-out "Invest Easy", new process initiative by Reliance Mutual

Fund, which enables multi-platform transaction facilities to its

customers.

> Rolled out the facility of transacting through "stock exchanges"

for UTI Mutual Fund Customers.

> Rolled out "Corporate Connect", an online platform for corporate

investors of Reliance Mutual Fund to transact online.

March 1996 to December 2007 : UTI TECHNOLOGY SERVICES LTD. ( Joined as

Assistant Manager in March 1996, served as Branch Manager and rose to the

position of Assistant Vice President in 2004)

Assistant Vice President- Mutual Fund Operations (All India) (From June18,

2007 to December 2007)

> Monitoring the operational activities of branches and providing

guidelines regarding operational matters concerning mutual Fund

operations.

> Implementation of business AMC business requirements due to changes in

scheme provisions and

> Interface between AMC and its bankers on implementation of CMS across

the country.

> Monitoring day to day processing activities and Accounting related

activities between AMC and bankers.

Assistant Vice President (Regional Manager for Southern Regional Office

(From December 2003 to June 2007)

> Headed the Southern Regional office with 13 Branches/Investor

Service Wings spread over Tamil Nadu, Karnataka, Andhra Pradesh and

Kerala.

> Fixing the benchmarks for 8 Managers, 14 Assistant Managers, 100

Executives of entire Southern branches to ensure the following

activities:

> Processing Sales / Repurchase applications and other Post Sales

activities of various Schemes/Plans of UTI Mutual Fund.

> Issue of Statement of Accounts / Unit Certificates / Membership

Certificates as per SEBI Guidelines

> Agents' commission processing and timely dispatch

> Heading Customer Care Division of the Company's Southern Branches

including redressal of complaints received from various sources with

an investor base of nearly 40 lakhs Folios.

> Ensure Prompt and Accurate Replies sent to investor queries.

> Processing and dispatch of repurchase cheques as per SEBI Guidelines

and income distribution warrants as and when declared.

> Maturity related work - both normal maturity and fore closure of

schemes.

> Accounting of all transactions including drawing of Unit Capital

reconciliation and Bank reconciliation, which are to be submitted to

Unit Trust of India.

> Ensure timely submission of the various reports to Management

> Conduct Internal Audit in all 13 Branches, submit reports to the

Corporate Office and ensure strict compliance thereof

> Solving legal cases / CDRF cases

> Conducting training modules to enhance the efficiency levels and

maintain the motivational levels of the staff.

> Managing general Administration of the office.

Experience in Marketing Activities

At UTI-Technology Services Ltd., in addition to Operation Deliveries,

successfully handled various marketing activities

Distribution of Mutual Fund Products

> As a Regional Head, responsible for achieving targets assigned

by corporate office with respect to region, this comprises of 13

branches spread across the Southern Region.

> Mobilized nearly 1 Crore in Distribution of various Mutual Fund

Products of UTI Mutual Fund.

> First Region to achieve this milestone in the company.

> Conducted Training to various agents and IFA on clearance AMFI

and other areas like mobilization of business.

> Conducted various Training programmes for staff on improving the

skills for effective distribution of Mutual Fund products.

> Converting the customers of UTI Mutual Fund, during the time of

Maturity and redemption into new investments under other schemes

and products launched by UTI Mutual Fund

Procurement of other e- projects for the company

> Under my leadership, the Southern region was the first region in

the organization to secure business from various government

agencies, during the company's diversification into Government

and E-governance projects. Important businesses procured are:-

. Obtained the business of issuance of Electoral Photo

Identity Cards to voters of four districts of Tamil Nadu

from the Election Commission of India.

. Obtained the business of issuance of Driving Licenses on

behalf Regional Transport Authority, Tamil Nadu for issuance

of Driving Licenses to applicants from 42 centers of the

State

. Obtained the Examination Application processing from Staff

Selection Commission of India, for the state of Tamil Nadu.

All these businesses were procured through open tender process, after

overcoming stiff competition and Technical evaluation by concern

Authorities.

Enhancement of PAN Procurement

> Stood first in mobilization of highest applications for Pan Card

processing among four regions of the company.

November 1993 to February 1996 : Dugar Finance India Ltd.

As Assistant (Operations) the responsibilities were:

> Independently handled the collection and reconciliation of Allotment

and call money for the Public Issue of the Company

> Processing of transfer-transmission of shares.

> Filing of various Statutory Reports with ROC and Company Law board.

> Assisting the Company Secretary in conducting Board meeting and Annual

General Meetings of the Company

> Independently handled the Private Placement issue of the Company

Qualifications

Academic qualification

Graduated in Commerce from Chennai University

Certificate course

> NISM-Series-II-B-Registrar to an Issue and Share Transfer Agents-

Mutual Fund Certification Examination Conducted by National Institute

of Securities Market with 84%

> AMFI Mutual Fund Advisor's Module Certification with 74%

IT Skills

Having proficiency in various Mutual Fund Modules developed in Different

Software Platforms like Oracle, Java, Dot.net etc.Proficiency in Ms-Office

Personal profile

Father's Name : Shri. O.R.Subramanian

Date of Birth : 07.10.1972

Mapin No. (Issued by SEBI) : A00209452

Address : Flat No.204, Amrutha Valley

Apartments, Road No.12, Banjara Hills, Hyderabad

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