Shalini Ramesh

• Lead end-to-end onboarding for new clients, ensuring smooth transition into accounting and compliance systems. Act as the primary liaison for B2B clients, managing expectations and aligning services with business needs.
  Build long-term relationships by serving as a trusted advisor on accounting, tax, and corporate secretarial matters.
• Drive customer success initiatives by proactively monitoring client satisfaction and addressing pain points. Develop tailored success plans for clients, ensuring they achieve compliance milestones and operational efficiency.
  Implement feedback loops surveys, check-ins, webinars to continuously improve service delivery.
• Collaborate with company secretaries to educate clients on compliance requirements (GST, tax filings, statutory deadlines).
• Organize training sessions and webinars to keep clients updated on regulatory changes.
  Ensure clients meet KYC, AML, and other statutory obligations with streamlined processes.
• Partner with chartered accountants and internal teams to optimize workflows for client servicing. Develop and refine Standard Operating Procedures (SOPs) with engineering teams to enhance system functionality.
  Identify bottlenecks in client servicing and propose automation or process improvements.
• Oversee client data migration and maintenance in HubSpot CRM, ensuring integrity and accessibility. Use CRM analytics to track client engagement, renewal cycles, and upsell opportunities.
  Generate reports for leadership on client health scores, retention metrics, and service adoption.
• Work closely with accounting, tax, legal, and engineering teams to deliver integrated solutions. Facilitate training sessions for cross-departmental staff to align on client success strategies.
  Act as the voice of the client internally, ensuring product and service improvements reflect client needs.
• Client Engagement & Communication Conduct monthly webinars across client portfolios to share updates, best practices, and compliance reminders.
  Provide proactive communication on deadlines, policy changes, and service enhancements.
  Ensure all client-facing communication reflects brand consistency and professionalism.
• Growth & Upsell Opportunities Identify opportunities to expand service offerings (e.g., payroll, digital payments, advisory services).
  Track and report on upsell/cross-sell success rates.
  

• Dynamic operations professional with proven expertise in process migration, compliance, and team development within the financial services sector. Directed the successful migration of un-banked cheque and post-completion processes, ensuring seamless workflow execution and operational resilience. Conducted audits and resolved complex challenges, consistently driving efficiency and accuracy.
• Passionate about people development and leadership, I mentored team members, conducted monthly performance reviews, and provided individualized coaching to strengthen skills and foster collaboration. Played a pivotal role in talent acquisition, expanding the team’s capacity and enhancing overall performance.
• Represented the Lending Team during an on-site assignment in the United Kingdom, where I was trained on and led the migration of a new servicing application, Phoebus (Mortgage Servicing System). This experience reinforced my ability to manage cross-border projects, adapt to new technologies, and deliver results under high-stakes conditions.

I thrived at the intersection of operations, compliance, and customer success, bringing a blend of technical expertise and empathetic leadership to every engagement.

• Designed and executed process enhancements, improving efficiency and accuracy of the overall performance.

• Led the Data Cleansing Project migration, ensuring data quality and reliability.
• Managed mortgage underwriting processes and generated comprehensive analytical reports.
• Provided cross-training for savings and investments processes, enhancing team versatility.

• Pilot batch in BDP (Back end Data Population) Project.
• Worked as part of Collections and Recoveries team (Mastered the process, Internal Quality & Imparted training to the team).
• Lateral movement to Mortgage Servicing Team – All domains under Bank's mortgage books (Mastered the Process, Internal Quality & Imparted training to the team).
• On-site visit to United Kingdom - Represented Mortgage Team to migrate Data Cleansing Project and imparted training to the team in India.