Mohamed Riyasudin AN
Operation Manager In Mutual Fund Operations & Client Service Excellence In Call Center
Chennai,Tamil Nadu
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. To obtain a challenging position wherein I can grow professionally and contribute positively towards the growth of the organization. To work for an organization where I can utilize my skills & knowledge to develop myself while growing up in an organization. A well-presented, well behaved, soft-spoken, highly personable & result-oriented professional who has extensive indepth experience. proven and tested negotiation, Customer Service and Mutual Fund operation skills with 17+ years of experience Relationship Manager.- Corporate Computer Age Management Service Ltd. India. March 2021 till date.
Overview
20
20
years of professional experience
Work History
Operations Manager
CAMS RTA INDIA
01.2020 - Current
- Directly responsible for sourcing new channels partners onboarding for digital mutual fund financial and Non-Financial transactions for all Tax Status
- Adhering to the KYC , Fatca, UBO norms wherever applicable as per SEBI regulatory norms in accordance with all prescribed policies of CAMS RTA
- Regular follow-up with existingChannel partners to strengthen relationships, business reviews, and provide additional support for new clients to increase more transaction s and AUM of the portfolios.
- Handling PAN India distributor queries related to realtime transactions ad mailback reports / Mail back activation / Fundsnet access
- Heading the team sizef 15 people
- Frequent queries are related to Brokerage unpaid / EUIN Remediation / Change of Bank updation / ARN Renewal / EUIN renewal / various issues related to Mail back reports
- Manage Top distributors queries directly as spoc to resolve the issue on priority
- Process improvement & new initiatives on mail back reports to reduce complaints and escalations.
- Relationship Manager for channel partners
- Fundsnet applications login set up for IFA & Channel Partners
- Responsible for fundsnet application access provided to existing and new clients
- Assistance of digital transactions feed upload on Financial & Non financial transactions for channel partners RIA & ARN holders & Exchange & MFU Platform
- Special projects handled & Achievements
- Support rendered Successful migration on Franklin Templeton India mutual moved to CAMS during July 2021
- Implementation on 168 common feed structure format for channel partners & exchange platforms
- Major support contributed on discontinuation on pooling account for Non banking channels
- Coordination of payment aggregators ie
- Worldline, Razorpay, Paytm, Billdeskto transfer Credit confirmation file through Cams SFTP
- Projects involved on Distributor email & mobile number clearance activity
- Changes in Nominne updation rule for Fresh folio n existing investors through wet sign, eSign and 2FA validations
- 2FA contact details validation implementation on swithout n redemption transaction
- Email & mobile number family declaration by investors
- Current Project
- Revamp of distributor mail back report for top 10 reports
- Pan Aadhaar link mandatory for all unit holders
- WBR109 new mail back report launched for ease of distributor community
- Generate soa through cams WEB PAGE
- Paid service as an adhoc project
- Roles and responsibilities
- National Stock Exchange
- Responsible for multiple departments in NSENMF platform
- Responsible for handling Automated clearing house
- Systematic Registration
- Auto debit instructio banks and payment Aggregators on daily basis
- Responsible for distributor MAIL BACK REPORT to ensure client updated data s are delivered to intermediate
- Was taking care of Registering Physical ACH / emanate Registration for New/ existing clients through EPS / Bill Desk platform
- SIP transaction feed to be sent to Bill Desk / EPS & Channel banks on daily basis
- Mail back data received from Cams to be uploaded in NSENMF application so that same can be viewed by distributor’s platform
- Owning the process of above departments and handling escalations received from the distributors
- Heading customer service of queries received via email and calls
- Flashing dashboard on process performance via ppt to top management.
Deputy Manager of Operations
CAMS RTA
Mumbai
08.2015 - 12.2019
- Key roles and responsibilities
- Promoted as Deputy Manager and transferred from Chennai To Mumbai
- Worked for 5 years
- Mutual Fund distributor Contact centre Branch set up in order to provide VIRTUAL RELATIONSHIP MANAGER support for Mutual Fund , Individual Financial Advisor
- Responsible for both existing and new clients onboarding to provide various products knowledge and program exclusive for DSP Blackrock MF Asset Management Company
- Responsible to increase sales and revenue generation for the following top clients.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Assistant Manager - Contact Center
CAMS RTA
Chennai
04.2011 - 08.2015
- Roles and responsibilities
- Was nominated for call center set up @ Delhi & Ahmedabad locations, This is the 1st Call Centre set up by Cams during 2011 & 2012 other than Chennai
- Was handling call Centre team size of 40 people across locations ie
- Chennai, Delhi & Ahmedabad
- Initiated New Outbound campaigns for Distributor & Investors with regards to sales & Service oriented
- Started handling Email activities for Investors & Distributors with team size of 10 people
- Was nominated for call center set up @ Mumbai Locations during Aug 2015 for DSP MF & IPRU MF call center exclusive outbound processes.
Team Leader
Computer Age Management Services Pvt Ltd, DSP Black Rock Mutual
Chennai
03.2008 - 03.2011
- Key roles and responsibilities:
- Mutual Fund Training & Development for back office and call center teams
- Monitoring their performance and quality checking for each team member
- Organizing refreshment training every week to team members to provide best and 100% quality of service to investors and client
- Acting as manager and taking in charge of whole team and responsibilities
- Delivering report of Daily Financial Transactions and Financial Suggestions to the respective department with effective management
- Quality checking of individual executive’s performance in product and process knowledge which they deliver to the customer
- Handling escalation calls and resolving the issues with proper follow up with back office and ensure that issues are resolved.
Client Response Executive
CAMS RTA, DSP Merrill Lynch MF
Chennai
01.2006 - 03.2008
- Key roles and responsibilities:
- Rendering effective client service by resolving queries
- Sending Daily reports to Supervisor and Manager effective strategies by management
- Handling Financial Transaction, Non-Financial transaction, Queries, Complaints
- Providing financial product information to the clients in an efficient way
- Ensure maximum client satisfaction by providing quality norms
- Handling Online Transaction of - Redemption, Switch and Change of address in an efficient way
- Registering SIP investors, and sending report to higher officials
- Motivating Team members to achieve goals and achievements
- Handling other activities such as; Purchase, Brokerage, Channel, Dividend, Systematic Transactions.
Client Response Officer
TVS Electronics Ltd
Chennai
02.2005 - 12.2005
Business Support Officer
Wipro Sepctramind Ltd
Chennai
07.2003 - 01.2005
- Name: Mark & Spencer Credit card, UK based project]
Education
M.M.M, [MASTER OF MARKETING MANAGEMENT - undefined
Pondicherry University
B.B.A, [BACHELOR OF BUSINESS ADMINISTRATION - undefined
The New College, University of Madras
Executive Programme In General Management - General Management
Loyola Institute of Business Management
Chennai 08.2023 - Current
Skills
KEY SKILLSSales and Revenue Generation through VRMCall Centre ExpertSales and Customer Service RelationshipCRM, Email Manager, Calls, WhatsappScheduling & Risk managementSelf-ManagementStrong Verbal communicatioEnglishHindiUruduMalayalamTamil
Superb time management skills
Employee relations and conflict resolution
Customer relations specialist
Performance Evaluations
Staff Management
Project Management
Decision making skill
Call center expert
Work flow planning
Cost reduction strategies
Complex problems analysis
Fluent in [Language]
Report generation
Data analysis
Operation Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Executive Programme In General Management - General Management
Loyola Institute of Business Management
08.2023 - Current
Operations Manager
CAMS RTA INDIA
01.2020 - Current
Deputy Manager of Operations
CAMS RTA
08.2015 - 12.2019
Assistant Manager - Contact Center
CAMS RTA
04.2011 - 08.2015
Team Leader
Computer Age Management Services Pvt Ltd, DSP Black Rock Mutual
03.2008 - 03.2011
Client Response Executive
CAMS RTA, DSP Merrill Lynch MF
01.2006 - 03.2008
Client Response Officer
TVS Electronics Ltd
02.2005 - 12.2005
Business Support Officer
Wipro Sepctramind Ltd
07.2003 - 01.2005
M.M.M, [MASTER OF MARKETING MANAGEMENT - undefined
Pondicherry University
B.B.A, [BACHELOR OF BUSINESS ADMINISTRATION - undefined
The New College, University of Madras