Rajan Chettri

• Building & leading a team of executives responsible for placing mutual fund investment deals/transactions and portfolio management of UK, European clients
• Maintain Service Level, Quality, Attrition, Shrinkage & other KRAs
• Create healthy work atmosphere
• Ensure required efficiency, utilization, productivity and other operational KPIs
• Daily/Weekly/Monthly MI reporting
• Provide direction, supervision, and support to the team & ensure resolution to their daily problems
• Coach and help develop team members in accordance with the company and individual goals
• Plan and execute R&R and recreational activities for the process
• Active participation in various periodical business meetings and reviews
• Identify opportunities for improvement & bottlenecks through regular analysis
• Conduct one-to-ones and yearly appraisals
• Owing business documents as SOP, and Process Map etc.
• Identified opportunities for process automation, leading to increased efficiency and reduced manual workload for staff members.
• Enhanced employee performance with focused training programs, coaching, and mentoring initiatives.
• Cultivated a positive work environment through open communication channels, encouraging collaboration, and fostering a culture of continuous improvement.
• Boosted operational efficiency by implementing cost-effective strategies and streamlining processes.
• Collaborated with human resources to recruit top talent in alignment with organizational needs, contributing to a skilled workforce capable of driving company success.
• Led hiring, onboarding and training of new hires to fulfill business requirements.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Collaborated with the management team to develop strategic plans for business growth and improvement.
• Facilitated clear communication between employees and upper management through regular meetings and updates.

I was working for the one of the big four bank of the Canada. The operation team was responsible to resolve the query raised by client through phone channel.

There were multiple queues with different SLA depending upon the criticality and severity of the request.

In all of the queues, the team was responsible for the investigation by accessing client account, approaching the vendor like Ironmonkey, Smycor or the bank branch retrieve the resolution for the end customer.