Customer Service Manager

EXPERIENCE

A result oriented, high-energy, techno functional executive with exposure to all facets of SDLC including Solution Implementation, Customer Handling, Product Development, Solution deployment and Post implementation support.

WOLTERS KLUWER FINANCIAL SERVICES – Provider of Compliance Software to Financial Industry Singapore

Associate Consultant, Professional Services July 2014 – Nov 2015

●Acted as primary client contact & accountable for growing the existing accounts, building long term win-win relationships with customers.

●Ensured high quality delivery using a combination of onshore & offshore team. Worked with the delivery teams to identify overall approach to projects, determining what solutions can solve customer needs, contributing to application & technical design, having delivery responsibility, and bringing regulations and engineering viewpoint to solution design.

●Implemented reporting solution & reviewed the implementation on regular basis to ensure delivery excellence with full ownership. Implemented regulatory reporting solution in Bank of New York & Mellon, Hong Kong & Bank of India, Singapore.

●Identified data sourcing requirements and data requirements, conducted data gap analysis and conducting interface mapping. Supported System Integration and User Acceptance testing (issue analysis and resolution). Managing JIRA for RegPro for client.

●Conducted Functional Training for users and executed all other activities with Quality Assurance & strict Compliance norms.

RAMCO SYSTEMS LTD – Software Company into ERP & Analytics on Cloud Chennai, India

Business Analyst, BFSI Jun 2012 – Jun 2014

●Responsible for automating RBI regulatory reporting system of DBS Bank - India & Allahabad Bank; Co-ordinated cross-functional teams, monitored status and controlled project changes. Elicited, analyzed and documented the requirements from user to translate the same to development team. Carried out transition management by Process Re-engineering and User Trainings.

●Responsible for E2E testing of reports before handing them over to Standard Chartered Bank & Andhra Bank; ensured high quality in submission to maintain internal quality standards. Prepared Test plans, performed UAT & SIT. Executed all other activities with Quality Assurance & strict Compliance norms. Provided E2E Production Support and monitored production roll out.

INDUSIND BANK – Private Bank offering Retail and Corporate services Gurgaon, India

Deputy Manager, Priority Banking Jan 2012 - June 2012

●Offered bank products & Investment Advisory Services to priority customers by regular presentations and discussions. Enhanced 1% of wallet share of the branch by strengthening existing relationships.

HDFC BANK – Private Bank offering Retail and Corporate services Delhi, India

Assistant Manager, Retail Banking Nov 2010 - Oct 2011

●Ensured high level of Customer Service in the branch with daily average footfall of ~1000. As Vault Custodian, I was in-charge of Cash Operations & branch wise reporting to head quarters. Handled banking operations to gratify customers & sort their daily service queries.

INTERNSHIP

PRICEWATERHOUSE COOPERS- Global Consulting Firm Gurgaon, India

Management Trainee, Financial Advisory Services Feb 2008 -May 2008

●Researched market for debt syndication methods used in industry using projects executed by PWC as sources for primary research contacts.

EDUCATION

The ICFAI Business School, GPA: 6.8 Mumbai, India

Master of Business Administration, Concentrations in Finance and Marketing May 2007 - Jun 2009

BIRLA INSTITUTE OF TECHNOLOGY, (IT): 6.5 Mesra-Ranchi, India

Bachelor of Technology, Information Engineering Jul 2002 - May 2006

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