Sudeep Shukla

Enhance DP system automation and workflow efficiency with IT and operations teams

Provide accurate billing inputs to the accounts department.

Manage company and security admissions with the depository

Handle corporate actions for equity and debt instruments, ensuring accuracy and compliance.

Ensure compliance with Depository regulations and maintain audit-ready records

Ensure error-free transactions, resolve discrepancies, and mitigate operational risks

Liaise with regulatory bodies for timely compliance and reporting

Oversee KYC, CKYC, and Re-KYC procedures* in line with IFSCA norms

Manage securities pay-in/pay-out, off-market transfers, pledging, and dematerialization/rematerialization processes

• Responsible for managing a team size of 15 Personal Bankers managing prime portfolios.
• Accountable to ensure that the portfolio objectives like cross-sell, income, quality parameters and regular service interactions are met and the Prime customers are serviced properly.
• Managing the team in order to ensure proper engagement with customers with focus to increase the digital penetration and all product penetration to achieve the objective of income/revenue generation.
• Responsible for training and motivating staff.
• Leveraged data and analytics to make informed decisions and drive business improvements.

• Responsible for Digital Acquisition of Trading and Demat Account through online leads.
• Accountable to Manage Sales target month on month for acquisition of Demat Account, Insurance (Life & General) and Mutual Funds.
• Ensure the productivity of team as per the expectations of business by planning activities for sales, identification of training needs.
• Take measures to meet Cross sell Revenue and product penetration.
• Ensure adherence to Sales Processes.
• Manage Attrition of the team.
• Oversee the team is trained on all products to drive sales targets efficiently.

• Manage & motivating team of Telesales executives.
• Manage Sales target month on month for acquisition of Demat Account, Insurance (Life & General) and Mutual Funds.
• Maximize Productivity of team members & productivity.
• Monitoring calls, giving feedback, Preparing reports and report to management on areas of improvement.
• To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre.
• Managing attrition, Shrinkage, & develop Team members schedule Roaster.

• Responsible for daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Responsible for continual evaluation of processes and procedures.
• Providing statistical and performance feedback and coaching on a regular basis to each team member.
• Accountable to maintain NPS and CSAT of business handled.
• Creating and maintaining high-quality work environment so team members are motivated to perform at their highest level.
• Assisting manager with daily operation of call center for development.
• Accountable to suggest best possible ways to reduce AHT (Average Handle Time) and to improve service level.

• Be in charge of running and managing the team daily.
• Set targets for all team members to meet up with.
• Schedule and organize shift patterns for team members to ensure that customers are never left unattended.
• Understand all organizations products, services, procedures and guidelines and communicate same to all team members.
• Prepare forecasts and budgets for the team.
• Facilitate and organize training session for all agents and participate in recruitment of new team members.
• Recommend technical support needed to enhance job performance at the call center.
• Conduct regular review of all call center agent's performance and organize training sessions for under performers.
• Submit regular reports to management and seek new ideas and strategies to improve team performance.
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards.

• Resolving trading or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Being in `Save a Customer' desk, utmost requirement is to retain the customer in Organisation's interest.
• To take care of retention cases across PAN India branches and Customer Services.
• To coordinate with multiple departments to address customers grievances on Trading/Service and provide appropriate solution to customer to his paramount satisfaction in order to create loyalty towards Organisation.
• To generate revenue for the Organisation by retaining customer and make them trade actively.
• To handle PAN India Trading/ Dealing calls for Cash Segment.
• To execute trade on behalf of customers as per their instruction/requirement.
• To co-ordinate with Bank-reco team for reconciliation of funds for movement of funds from Bank to trading account & vice versa.
• To handle customer grievances on Trading/Non -Trading related queries.