ROSHAN RANJAN
Senior Client Success Analyst
New Delhi
Summary
Results-driven professional with 7+ years of experience in client success, operations, and stakeholder management within fast-paced health and financial environments. Proven ability to enhance client satisfaction, streamline processes, and bridge cross-functional teams to drive business efficiency. Adept at managing high-value accounts, ensuring compliance, and delivering strategic support across the client lifecycle.
Overview
8
8
years of professional experience
4039
4039
years of post-secondary education
3
3
Languages
Work History
Senior Analyst
Saxo Bank
01.2025 - Current
- Acted as the primary point of contact for institutional clients, ensuring seamless onboarding, ongoing support, and resolution of queries related to investment products and services.
- Collaborated with cross-functional teams (Sales, Trading, Risk, Compliance, Operations) to deliver tailored solutions and maintain high client satisfaction.
- Analyzed client portfolios, usage patterns, and feedback to identify growth opportunities and improve service delivery.
- Monitored key performance indicators (KPIs) and client health metrics to proactively address potential risks or churn.
- Supported execution of client service strategies, including account reviews, reporting, and escalation management.
- Leveraged CRM tools and data analytics to enhance client experience, track issues, and provide timely reporting to senior stakeholders.
Senior Client Success Analyst
Phreesia
09.2023 - 10.2024
- Understood client's business objectives, challenges, and requirements to provide tailored solutions and support with 95% results.
- Conducted comprehensive research, analyzed financial data, and ensured regulatory compliance for various accounts.
- Successfully upsold healthcare products to over 50% of existing clients, enhancing overall customer satisfaction.
Underwriting Analyst
BMTG Advisors Pvt. Ltd
05.2021 - 07.2023
- Conducted detailed risk assessments by examining applicant data, financial records and conducting thorough KYC checks, resulting in accurate policy eligibility determinations and optimal risk management.
- Upsold mortgage products to over 60% of existing clients, boosting overall revenue.
- Managed a process lean waste management project to improve and consolidate end-to-end service processes; restructured communication flow among 4 departments and increased efficiency by 75%.
- Led as the Subject Matter Expert to streamline workload assessments and create new processes, resulting in a 40% increase in productivity.
- Contributed to reducing underwriting turnaround times by 20% through streamlined processes.
Senior Analyst
Natwest Markets
08.2017 - 05.2021
- Led projects in the collateral team at NatWest Markets, reducing transaction risks for over 50 financial companies
- Specialized in streamlining processes and enhancing operational efficiency.
- Used data analysis and improved processes to increase risk assessment accuracy by 30% and reduce potential losses by 20%
- Implemented risk mitigation strategies for transactions of various financial companies as a key member team, resulting in reduced potential losses by 25% through assessment and monitoring of collateral requirements
Education
PGDM - Operations Management
IMT Ghaziabad
B.COM - Accounting and Finance
Karim City College
Skills
Client Success
Client management
Salesforce
Building Client Relationship
Performance monitoring
Account Management
GAP & RCA Analysis
Process workflow and SOP creation
Training and Development
Accomplishments
- Led the successful offshoring transition of Trussle, a UK mortgage company, streamlining operations and reducing costs by 40% through strategic outsourcing and process optimization.
- We transferred the deceased customer process from onshore to offshore, resulting in a 50% reduction in processing time and cost, while maintaining compliance with regulatory requirements.
- Reduced operational costs by $50,000 annually after implementing automated deceased process workflows.
Trussle Process Implementation (BMTG)
Deceased Process Transfer (Natwest)
Languages
6,C2
Timeline
Senior Analyst
Saxo Bank
01.2025 - Current
Senior Client Success Analyst
Phreesia
09.2023 - 10.2024
Underwriting Analyst
BMTG Advisors Pvt. Ltd
05.2021 - 07.2023
Senior Analyst
Natwest Markets
08.2017 - 05.2021
PGDM - Operations Management
IMT Ghaziabad
B.COM - Accounting and Finance
Karim City College
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