Kapildev Verma

Jan 2019 onwards

• Started working in Client Service and Operations team at Marcellus.
• Core responsibilities were to engage with UHNIs, Family offices and Corporates to get their accounts set up for investing.
• Traveled with CIO and Fund managers to client meeting and established connect with clients for better follow ups.
• Engaged with Depository Participants and Custodians to streamline processes for client onboarding.
• Built Standard Operating Processes for the backend teams to manage paperwork smoothly.
• Trained backend teams on benefits of following checklist and carry out error free transactions.
• Trained servicing teams of 150 Distributors on client onboarding and documentations.
• Started working on moving client data from spread sheet to CRM (Sales Force)

March 2020 onwards

• Spear headed the Business continuity plan during the Covid Lock down.
• Managed the logistics and digital adaptation for paper work.
• Recruited and Trained new team members to work remotely and get accounts set up for investing.

Jan 2021 onwards

• Set up the first team of Client service professionals to meet the needs of ever-growing client base of 3000 clients.
• Set up processes for post account opening transactions like Funding, Bank account registrations, Nominee change, KYC Change, Fee change, Switch, Redemption.
• Engaged with Legal and Risk teams to ensure no regulatory observations in the way we conduct transactions.
• Keeping processes well documented and tight to keep zero room for errors.
• Carried out soft skills training for front line teams to increase their engagement and quality of conversation with clients.
• Proactively engaging with Clients to de-escalate situations.
• Finalized outsourcing partner for lead conversion and sales. Recruited and trained outsourcing

April 2022 onwards

• Effectively churned higher transaction volumes
• Settled more than 100 client grievances.
• Coached 2 high performing team members to become lead for transaction and client servicing.
• Automated processes in Salesforce to reduce paper work and manual processing.
• Worked with Tech teams to finalize UI and UX of the Mobile Banking App.
• Reduced turn around times for clients emails and service request by automating process execution in internal systems.
• Was part of the core team to present processes and provide deep insights on our service model to the SEBI officials during inspection.

April 2023 onwards

• Did an extensive exercise to incorporate SEBI's feedback from Inspection.
• Engaged with clients to get genuine one on one feedback on improving our services.
• Digitalized services for clients to login online and initiate service requests.
• Focused on Quality monitoring and feedback to improve the level of conversations the client servicing team is having with clients.
• Hosted various roadshows for Investor meetings.
• Conducted detailed review of Risk Controls in various processes.

Jan 2024 onwards

• Handed over responsibilities Team Leads
• Collaborated with Experts from Investment team to start off Investment Counselor Team.
• Did the ground work for building KPIs for the team.
• Prepared Product cheat sheets for Portfolio reviews
• Conducted one on one Portfolio reviews for 900 and more UHNI clients
• Conducted Group Portfolio reviews / Group Investor meetings in Mumbai, Delhi, Hyderabad, Chennai, Bangalore, Rajkot, Kolkata.

October 2024 onwards

• Initiated merger of two different departments. Channel partner service managers and Client Service Managers.
• Restructured roles and responsibilities for Team members to create optimum outcome.
• Conducted training for the newly hired team members.
• Carried out career development engagements with Team members to adapt to CORE-ACT principles designed by the firm.
• Leading Investor meetings with Team members to give them opportunity to shadow and learn.

• Worked for Vodafone Australia Billing and Upgrades Team.
• Resolving Billing Disputes
• Working out payment plan for customers who are unable to pay the bill in one go.
• Cross sell and upgrade mobile handsets, VR gears and other mobile phone accessories.
• Key Performance metrics were to generate a NPS score of 90 and above, No Misselling complaints, Maintain Average Call Handling Time of 500 seconds.
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• Worked for Retail and Online Banking Teams of Barclays Bank PLC.
• Key performance metrics was to deliver Higher than 90% CSAT scores and Complete Sales target.
• Conducted banking transactions for customers on Telephone Banking.
• Pitched General insurance products like Home insurance, Car insurance along with other bank products.
• After a year took transfer to online banking team of Barclays to learn the digital banking systems.
• Help customers to login to Online banking and conduct various transactions.
• Helped customers understand how to use Card readers and Mobile apps to check their banking activities.
• Assisted customers if any fraudulent activities take place in their account.
• File unauthorized Card transaction disputes on behalf of clients and get the money back from merchants wallets.