Dear Friends,
I was working with Angel broking ltd. till last month & am currently looking for a job as a Manager - Service Quality/Quality Assurance/Operations/Customer Service in Broking Industry & the details of my last role is as given below, FYR.
Resolving customer queries, complaints & grievances –South Region
Define & review quality levels at customer touch points across all clients
Continuously initiate & implement improvements projects, which translate into excellent service
Ensure quality standards are met and conduct periodic audits to check strict adherence to quality norms
Competition Tracking – Quarterly SWOT analysis on competition products & services – Live accounts with broking houses
Trainer – Equity/Futures & Options/Commodity/Currency Derivatives etc.
NCFM/BCFM & BCCD/CDSL certification compliance – Educate & encourage regions & branches for 100% certifications
ORM – Manages Online queries & complaints at various blogs & forums
Working knowledge of clearing and settlement, regulatory compliances by the trading members and companies.
Projects Initiated & Closed
1) Pan India Sub-Broker telephonic compliance survey – Check display of compliance notice boards at their offices as mandated by regulator/exchanges
2) Running Account Authorization
3) Forgot Password Mechanism
4) Application Tracker – Angel Website
5) SMS Service – Queries/Complaints
6) Corporate Action/Announcements – Angel Website
7) Evaluated Angel account opening process & reported to management
8) QA representation to Rothschild for PE Investments
9) Standard Operating Procedures (SOP) – Quality Assurance/IT Infrastructure/IT Applications
Current Projects – W.I.P.
1) Service Quality complaints, investigations, follow-up & RCA – South Zone
2) Branch Quality Ratings & Business Process Standardization.
3) Investor Education Program (Knowledge Centre) – Website
4) Sector Updates – Website
5) Streamlining – Welcome Kit dispatch process & CRMS – South Zone
6) Customer Service Feedback mechanism – BO
7) Voice of Customers – Account Closures – South Zone
8) Increase trading volumes and profitability on different products
In case of any relevant vacancy, please speak to me on my Mobile no. +919619517190 or at
[email protected]
thanks in Anticipation!
Please revert in case of any query or for more information.
regards,
Radheyshyam