Neeru Kapoor
Mumbai,MH
Summary
Dynamic leader with extensive experience at JP Morgan, excelling in client service management and stakeholder engagement. Achieved a 4.7 CSAT score while streamlining processes, enhancing operational efficiency, and automating onboarding. Proven ability to drive strategic initiatives and deliver impactful solutions that exceed client expectations.
Overview
21
21
years of professional experience
Work History
Vice President - Global Client Service Lead
JP Morgan
01.2024 - Current
- Lead global client service for two business lines, managing delivery across key markets and ensuring a consistent, high-quality client experience.
- Collaborate with Sales and Product teams to align service models with business objectives, anticipating client needs and delivering proactive solutions.
- Spearhead process streamlining initiatives, reducing issue resolution time by nearly 80% and driving operational efficiency.
- Monitor client satisfaction metrics; achieved an industry-leading average CSAT score of 4.7, surpassing peer benchmarks.
- Influence leadership decisions through regular stakeholder engagement and delivery of actionable service performance insights.
Associate- Research Operations & Client Services
JP Morgan
01.2017 - 12.2023
- Managed a team of 9 analysts to deliver process improvements, risk controls, and automation in research operations.
- Led initiatives that automated up to 85% of onboarding, reducing turnaround times from 10 days to 1 hour.
- Designed SOPs and implemented PARC frameworks to ensure compliance and operational excellence.
- Engaged with stakeholders across Research, Sales, and Asset Management to resolve client access issues and enhance reporting.
- Successfully led the Bloomberg API Integration, reducing client data turnaround time from 14 days to 1 hour.
Analyst – Business Projects & User Testing
JP Morgan
07.2013 - 12.2016
- Participated in business projects from initiation to execution, supporting successful change delivery across core systems.
- Conducted User Acceptance Testing (UAT) for application rollouts, ensuring quality implementation in live environments.
- Recommended and executed process optimizations to enhance team productivity and control frameworks.
Team Member – Customer Support
JP Morgan
05.2004 - 07.2013
- Delivered service excellence by addressing customer queries in Service to Sales & Correspondence functions.
- Consistently met performance metrics and contributed to customer retention and satisfaction.
Education
Bachelor of Commerce -
Mumbai University
Skills
- Client service management
- Stakeholder engagement
- Risk assessment expertise
- Workflow re-engineering
- Project execution management
- Strategic analysis and reporting
- Collaborative project engagement
- Decision-making expertise
Timeline
Vice President - Global Client Service Lead
JP Morgan
01.2024 - Current
Associate- Research Operations & Client Services
JP Morgan
01.2017 - 12.2023
Analyst – Business Projects & User Testing
JP Morgan
07.2013 - 12.2016
Team Member – Customer Support
JP Morgan
05.2004 - 07.2013
Bachelor of Commerce -
Mumbai University
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