Rohini Kumari Tembere
Customer Services and Operations
Hyderabad
Summary
Results-oriented and client-focused professional with over 19 years of experience in the mutual funds and financial services industry. Proven ability to lead regional teams, drive customer satisfaction, streamline operations, and ensure audit-compliant processes. Known for developing high-performing teams, implementing workflow enhancements, and championing cross-functional collaboration. Seeking a Senior Manager role in Customer Services & Operations to lead business transformation and optimize service delivery.
Overview
24
24
years of professional experience
9
9
years of post-secondary education
1
1
Certificate
4
4
Languages
Work History
Regional Head – Customer Services
PGIM India Asset Management Company
07.2012 - 11.2023
- Led service operations across branches, managing 12–15 associates.
- Oversaw workflow management, resource allocation, and audit compliance.
- Implemented consistent process improvements to enhance customer satisfaction.
- Managed Salesforce CRM workflows, escalations, and audit samplings.
- Drove team development through training, performance reviews, and goal setting.
- Promoted cross-functional collaboration and implemented best practices.
- Assist in on-going projects, and in any UAT being conducted by adhering to timeliness, accuracy, and excellence.
Senior Customer Service Officer
Dhanlaxmi Bank Ltd
10.2011 - 06.2012
- Processed transactions, nominee updates, and deceased claims with accuracy.
- Handled branch operations, loan documentation, and regulatory compliance.
- Addressed escalations and improved front-desk service experience.
Officer – Customer Service & Sales Support
Fortis Investments (formerly ABN AMRO AMC)
03.2006 - 03.2009
- Handled transaction processing for institutional/HNI clients.
- Ensured compliance with KYC norms and processed PMS applications.
- Managed NFOs and supported operational training for new hires.
Executive – Operations
HDFC Asset Management Co. Ltd. (via Kelly Services)
08.2005 - 03.2006
- Processed retail/high-value transactions and assisted in audits.
- Trained new joiners and supported sales through distributor coordination.
Assistant Admin Manager
Nandan Agro Farms Private Limited
02.2002 - 08.2003
- Maintained ISO documentation and supported HR/training functions.
Telesales & Customer Services Officer
DSA of ING Savings Trust
06.1999 - 12.2001
- Onboarded 25 Corporate/HNI clients and 400+ retail investors.
- Advised clients on mutual funds and maintained profitable relationships.
Education
Bachelor of Laws (LLB) -
PRR Law College, Osmania University
01.1994 - 01.1998
Bachelor of Commerce (B.Com) - undefined
Kasturba Gandhi College, Secunderabad (Osmania University)
01.1990 - 01.1993
Class XII (Intermediate) - undefined
Kasturba Gandhi College, Secunderabad
01.1988 - 01.1990
Class X (SSC) - undefined
Holy Family High School, Secunderabad
Skills
Leadership & Team Management
Certification
NSIM – Mutual Funds Certification
Accomplishments
- Promoted from Officer to Regional Head within 11 years at PGIM India AMC.
- Managed 5 branches and led a team of 15+ service associates across southern India.
- Achieved over 98% SLA compliance consistently with strong audit performance.
- Successfully handled 10+ NFO launches with accurate application logging and processing.
- Developed backup and succession planning model to maintain service continuity.
- Improved customer feedback mechanisms and introduced new workflow enhancements.
Timeline
Regional Head – Customer Services
PGIM India Asset Management Company
07.2012 - 11.2023
Senior Customer Service Officer
Dhanlaxmi Bank Ltd
10.2011 - 06.2012
Officer – Customer Service & Sales Support
Fortis Investments (formerly ABN AMRO AMC)
03.2006 - 03.2009
Executive – Operations
HDFC Asset Management Co. Ltd. (via Kelly Services)
08.2005 - 03.2006
Assistant Admin Manager
Nandan Agro Farms Private Limited
02.2002 - 08.2003
Telesales & Customer Services Officer
DSA of ING Savings Trust
06.1999 - 12.2001
Bachelor of Laws (LLB) -
PRR Law College, Osmania University
01.1994 - 01.1998
Bachelor of Commerce (B.Com) - undefined
Kasturba Gandhi College, Secunderabad (Osmania University)
01.1990 - 01.1993
Class XII (Intermediate) - undefined
Kasturba Gandhi College, Secunderabad
01.1988 - 01.1990
Class X (SSC) - undefined
Holy Family High School, Secunderabad
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Telugu
Intermediate (B1)
kannada
Beginner (A1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Knowledge is the greatest power, and it is something no one can see. It cannot be stolen or broken, No one can take it from you. One can only use, spread and share,
Disclaimer
I hereby declare that the above information is true to the best of my knowledge and belief.
Enhanced Skills
- Leadership & Team Management – Proven track record of building and leading large teams across regions.
- Customer Experience – Focused on improving client satisfaction, query resolution, and overall engagement.
- Operational Excellence – Skilled in managing SLAs, TATs, and optimizing workflows for increased efficiency.
- Cross-Functional Coordination – Work closely with product, tech, and sales for aligned service delivery.
- Data-Driven Insights – Ability to analyze client behavior trends and audit insights for service improvement.
- Compliance & Risk Management – Ensuring regulatory adherence and internal policy alignment.
Disclaimer
I hereby declare that the above information is true to the best of my knowledge and belief.
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