DILIP KUMAR V

• Served as the primary relationship manager and escalation point for Tier 1 institutional clients, delivering expert support across ETF, index, benchmark, and market data products while maintaining exceptional service standards.
• Managed end-to-end client support for ETF and index solutions, including Portfolio Composition Files (PCFs), constituent data, corporate actions, index calculations, benchmark methodologies, pricing and composition weights validation.
• Performed comprehensive validation and quality assurance of ETF constituent-level data, index rebalances, pricing inputs, and reference datasets, ensuring accuracy, integrity, and consistency across global client deliverables.
• Investigated and resolved complex data discrepancies arising from corporate actions, market events, security master changes, and third-party vendor data issues, minimizing operational risk and reducing client impact.
• Acted as the first line of defense for critical client issues, managing high-priority escalations and driving rapid resolution through effective collaboration with Product, Index Management, Operations, Technology, and Data Governance teams.
• Partnered with cross-functional stakeholders to enhance data workflows, strengthen control frameworks, automate manual processes, and improve the scalability and reliability of ETF and index data operations.
• Utilized SQL queries to retrieve, analyze, and validate large volumes of ETF, index, constituent, pricing, and reference data, enabling efficient investigation and resolution of client inquiries and data quality issues.
• Conducted root cause analyses of operational incidents and implemented preventive controls, improving data quality, operational resilience, and overall service delivery performance.
• Supported clients and internal stakeholders in navigating API-based data delivery solutions, providing technical guidance on data access, troubleshooting, and integration requirements.
• Led client communications during market events, index rebalances, and corporate action activities, ensuring transparency, proactive issue management, and stakeholder confidence.
• Prepared and presented monthly KYC (Know Your Customer) operational metrics and management reports for senior leadership, providing actionable insights into service performance, client engagement, operational risks, and business trends.
• Developed, maintained, and analyzed KPI dashboards covering case volumes, ageing trends, resolution timelines, SLA adherence, productivity metrics, and overall case handling effectiveness, enabling data-driven decision-making and continuous performance improvement.
• Drove continuous improvement initiatives through data-driven analysis, automation, and AI-enabled solutions, enhancing operational efficiency, service quality, and response times.
• Developed and maintained operational procedures, governance controls, and documentation standards to support regulatory compliance, audit readiness, and knowledge management.
• Established and strengthened relationships with global stakeholders and strategic clients, becoming a trusted advisor for ETF, Index, and Screening Solutions products.

Key Achievements

• Initiated and led a dedicated SWAT team that reduced ageing case backlogs by 8–10% week-over-week, significantly improving service-level performance and operational efficiency.
• Leveraged AI technologies, including Microsoft Copilot, Gemini, and S&P AI, to automate case triaging, streamline reporting workflows, accelerate investigations, and enhance data validation accuracy.
• Built and enhanced KPI reporting frameworks that improved visibility into operational performance, case management trends, and service-level adherence for senior leadership.
• Delivered process automation and workflow optimization initiatives that improved turnaround times, strengthened quality controls, and enhanced the overall client experience.
• Served as a key escalation resource for complex ETF and index data issues, consistently achieving timely resolutions for strategic global clients and contributing to improved client satisfaction and retention.

• Facilitated communication between fund managers and back-office teams to support trade exception management and reconciliations.
• Assisted analysts in distributing daily operations workload and monitoring performance.
• Provided support in ensuring effective operational processes.

• Validated index prices and ETF NAVs from global providers (FTSE, S&P, STOXX, JPX).
• Directed quarterly index rebalances, SLA compliance, and team operations.
• Monitor daily production processes and data pipelines, proactively identifying exceptions and coordinating resolution with internal stakeholders.
• Led hiring, training, and onboarding of analysts and specialists.

• Managed fixed income and corporate actions operations with an 8-member team.
• Coordinated BCP testing and produced performance appraisals for ongoing evaluation.
• Created retention strategies and supported planning for workforce continuity.