Satish Upadhyay

Associate Director, Head- Distribution, AMC Operations Customer Service (PMS, AIF,HNI Direct Equity, IFSCA)

• Senior operations leader with proven expertise in building and scaling wealth management businesses, currently leading PAN India Wealth Operations & Client Service functions across MFD, PMS, AIF, and allied products owning operational P&L budget of ₹ 5 crore and managing a team of 36 people across 12 locations and MFD AUM of 15000 crore.
• Strong COO mindset with hands-on experience in setting up operating models, governance frameworks, and driving business scalability while ensuring operational efficiency and superior client experience improving TAT on client onboarding/servicing by 17% while maintaining full regulatory compliance.
• Scaled and led a growing operations and client service team, improving SLA adherence and service consistency.
• As head of Investor service strengthened client experience across products servicing through faster turnaround and proactive issue resolution by implementing Client satisfaction (CSAT)and NPS. Established and owned the escalation management framework across client servicing, including root-cause tracking and resolution SLAs. Reduced escalation volumes by 8% and improved first-contact resolution to 21%
• Played a pivotal role in strategy and technology transformation initiatives, including vendor evaluation, business requirement articulation, UAT testing, and end-to-end deployment of platforms such as Inhouse Tech Platform, Valuefy and Federal Bank integrations (including Fed Mobile App) to go-live and deliver on time and reduce manual processing by 43% through SOP redesign and pushing Digital first approach.
• Designed and institutionalized processes, SOPs, and policies for bank integrations and wealth operations, aligning with regulatory and business objectives to ensure compliance and operational effectiveness.
• Led Compliance function, bringing strong oversight on KYC, AML, regulatory adherence, audits, and risk frameworks, with deep experience in operating within controlled and regulated environments achieving zero findings across multiple Statutory and internal audits
• Spearheaded high-impact strategic projects, including IFSCA (GIFT City) onboarding and operational setup for AIF, Wealth Spectrum migration and platform transformation migrating ₹ 954 crore AUM with zero client disruption.
• Digital onboarding journeys for PMS & AIF, Custody & Fund Accounting onboarding and implementation, Custodian transition for PMS business within the business deadline. Established business continuity and risk control protocols, ensuring uninterrupted service delivery
• Strong experience in cross-functional leadership, working closely with business, technology, compliance, and external vendors to drive large-scale transformations.
• Led change management initiatives that improved processes and identified automation and digitization opportunities, enhancing operational efficiency and control.
• Oversaw end-to-end BAU operations, transaction lifecycle management, Delivered board and senior leadership MIS/reporting, driving data-led strategic decisions across product lines .
• Demonstrated ability to lead, influence, and scale large teams, fostering a high-performance culture while delivering continuous service and process improvements

• Led operations and customer service team to improve service delivery and customer satisfaction.

• Led operations, customer service, and technology teams to enhance service delivery and operational effectiveness.

• Managed product operations and service controls to ensure compliance and quality standards.

• Managed end-to-end branch operations and service delivery (BAU), ensuring Smooth functioning across teller and customer service functions.
• Led and supervised teller operations and cash management, including critical handling and reporting during the demonetization phase
• Oversaw account opening processes including residents and NRI accounts, ensuring compliance with regulatory and KYC norms and branch statutory audit.

• Delivered customer service and processed cash transactions efficiently, ensuring accurate and timely service.