Dikshya Mohan
Mumbai,MH
Summary
An enthusiastic and self motivated professional keen to work with an organization where innovativeness would be given great opportunities and I can develop along with the company applying my skills for the growth of the organization
Overview
7
7
years of professional experience
1
1
Certification
Work History
Product Manager(Quality Lead)
ICICI Direct
12.2024 - Current
- Built and scaled the Digital Assist Team (Journey Drop) from the ground up, expanding the team strength from 30 to 60 members while establishing operational frameworks and performance standards.
- Designed and implemented the end-to-end lead identification and distribution process , ensuring seamless data flow and efficient lead allocation across the team.
- Identified and onboarded 100+ customer journey page paths as lead-generation sources, significantly expanding customer outreach opportunities.
- Conceptualized and developed I.S.E.R.V.E , a customer engagement platform that provides agents with personalized ice-breakers and customized talking points, enhancing customer interactions and engagement quality.
- Contributed to the development of VANI , an AI-powered employee query assistance platform, enabling faster access to information and improving customer resolution turnaround time (TAT) while maintaining high-quality interactions.
- Led requirements gathering and prepared the Business Requirements Document (BRD) for the Voice Call AI project, collaborating with multiple vendors to evaluate solutions and define use cases.
- Supported the implementation of AI-Driven Voice Automation initiatives aimed at reducing query resolution time and enhancing overall customer experience.
- Worked cross-functionally with business, technology, and vendor teams to drive digital transformation and process optimization initiatives.
Team Leader
ICICI Direct
12.2023 - Current
- Handling a team of 10-13 RMs.
- Team activates/ Re-activates New/NT/ST customers.
- Activation of HNI clients mapped.
- Responsible for handling customer queries and ensuring high level of customer service mapped to him and team
- Handholding of new RMs and ensure they quickly come up the learning curve and reach desired productivity in shortest span of time.
- Responsible to achieve individual and team targets monthly on different business parameters.
Manager M1 (NRI Department)
AXIS DIRECT
04.2023 - 11.2023
- Handling NRI client portfolio
- Advising clients about market and executing trades on their behalf
- Selling of products Like Mutual funds, Small cases and PMs
Deputy Manager (Branch Dealing)
Kotak Securities (KSL)
06.2019 - 03.2023
- Punching orders in-house/within company portfolio for Equities and F&O
- Analyse the risk and undertake the necessary action to manage the intraday position holdings and margin
- Manage risk for client's portfolio of collateralize transactions.
Education
M.Com - Commerce
Shreemati Nathibai Damodar Thackersey Women's University (SNDTWU)
B.Com - Commerce
Royal school of commerce
Skills
- Odin
- KS Dealer platform
- Team Building and Relationship
- AI& digital Transformation
- Customer Experience Enhancement
Work Experience
7 Years of Experience
Accomplishments
Kotak MD/ Ceo Award Winner (FY 2022)
Best Performer in Dealing from Mumbai Zone
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Certification
- Nism- Series-VIII: Equity Derivatives Certification (Valid upto May 2027)
- NISM-Series-V-A: Mutual Fund Distributors Certification (Valid upto May 2026)
- Nism-Series-VII: Securities Operations and Risk Management Certification Examination
INTERNSHIP
- Federal Bank Retail Assets
- Working with a team of relationship managers and advisors on Product Development, Client Sourcing, document scrutiny for Business Loans, Marketing and takeover of Home Loans and also scrutinizing documents for the takeovers.
Timeline
Product Manager(Quality Lead)
ICICI Direct
12.2024 - Current
Team Leader
ICICI Direct
12.2023 - Current
Manager M1 (NRI Department)
AXIS DIRECT
04.2023 - 11.2023
Deputy Manager (Branch Dealing)
Kotak Securities (KSL)
06.2019 - 03.2023
B.Com - Commerce
Royal school of commerce
M.Com - Commerce
Shreemati Nathibai Damodar Thackersey Women's University (SNDTWU)