Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Additional Information
Timeline
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Renuka Bhatia

Renuka Bhatia

Customer Success and Compliance leaf
Thane,Maharashtra

Summary

Dynamic and results-driven Customer Success and Compliance Leader with over 8 years of experience in the fintech industry. Adept at building and managing high-performing teams, implementing streamlined processes, and delivering exceptional client experiences. Skilled in problem-solving, client interaction, and project management. Proven track record of driving business development initiatives and fostering cross-functional collaboration.

Overview

8
8
years of professional experience
2
2
Certifications

Work History

Compliance and Customer Success Lead

Winvesta
05.2020 - Current
  • Established and led the customer success function, including process setup, team management, and playbook creation for process orientation.
  • Promoted to Compliance Lead, overseeing onboarding flow, AML training, compliance management, and transaction monitoring.
  • Conducted audits for compliance processes and managed interactions with external banking partners.
  • Played a pivotal role in business development by providing clients with product insights and facilitating critical projects such as client migrations.
  • Managed B2B partnerships and retail client experiences, ensuring adherence to standards, policies, and regulatory guidelines.
  • Implemented a CRM (Helpscout, Freshdesk and Hubspot) system for effective client communication and monitored calls and emails to enhance customer experience.
  • Collaborated with internal teams to build a client-centric approach and streamline operations across departments.
  • Evaluated team skills, provided training and mentorship, and led cross-functional teams to execute complex projects successfully.
  • Streamlined customer onboarding processes, leading to accelerated product adoption and increased retention rates.
  • Consistently exceeded customer expectations by delivering exceptional user experiences and resolving complex issues in a timely manner.

Customer Success Manager

Vested Finance
05.2019 - 04.2020
  • Responsible for guiding new customers through the onboarding process, ensuring a smooth transition and helping them invest in US stocks
  • Proactively engaging with customers, understanding their needs, and collaborating on strategies to achieve the desired outcomes.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Working closely with internal teams, such as customer support or technical teams, to ensure prompt resolution of customer issues and providing solutions to meet customer expectations.

Corporate Portfolio Manager

Niyo Solutions
10.2018 - 04.2019
  • Conducting internal Audits, for accounts opened and kits reconciliation
  • Conducting training sessions for team members, setting their KPIs, and making sure that is achieved
  • Visiting clients for relationship building and understanding their requirements and full filling them with tight deadlines
  • Handling B2B Clients and their requirements regarding global cards for HNI clients who are traveling
  • Identified issues, analyzed information and provided solutions to problems.

Service Manager

Kotak Mahindra Bank
06.2016 - 10.2018
  • Handling of all queries through extensive back-end investigation and front-end client coordination
  • Timely reporting of Escalation metrics for unit level reporting on monthly basis.
  • Supported end-to-end credit management process, submitted complete loan documentation and supported credit originations for credit compliance.
  • Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
  • Responsible for servicing portfolio of 1200 Companies for Corporate salary segment

Education

Master of Arts - Sociology

Mumbai University
Mumbai

Skills

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Certification

Certified CISI Professional Refresher(AML)-August 2020

Accomplishments

  • Successfully established and led the customer success and from inception, contributing to the company's growth and success.
  • Streamlined compliance processes result in improved efficiency and regulatory adherence.
  • Awarded for Best Service Hero in the 3rd quarter of the financial year(2017-2018)
  • Received National Award for SERVICE IMPACT in MAY 2018

Additional Information

I am well versed for using below listed tools:

  • Gmail
  • Slack
  • Freshdesk
  • Hubspot
  • Asana
  • Jira
  • Notion
  • KScan
  • Comply Advantage
  • Onfido

Timeline

Compliance and Customer Success Lead

Winvesta
05.2020 - Current

Customer Success Manager

Vested Finance
05.2019 - 04.2020

Corporate Portfolio Manager

Niyo Solutions
10.2018 - 04.2019

Service Manager

Kotak Mahindra Bank
06.2016 - 10.2018

Master of Arts - Sociology

Mumbai University
Renuka BhatiaCustomer Success and Compliance leaf