YASH Thakkar
Bengaluru
Summary
Talent Client Success Manager, Dedicated to enhancing customer satisfaction and driving client success through dynamic customer-centric roles. Extensive experience in international banking, specializing in KYC, AML, and CASA Acquisition. Proficient in refining Business Operations, optimizing workflows, and fostering enduring client relationships. Skilled in PR, marketing, audits, compliance, and unwaveringly committed to excellence in quality assurance.
With over 15 years of diverse expertise, I've refined my skills in optimizing operations, ensuring regulatory compliance, and showcasing a versatile skill set that significantly contributes to organizational excellence. My commitment extends to process optimization, cost-effectiveness, and efficient administration, making me a results-driven, adaptable professional.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Project Manager (Contractual)
Sri Sri Rural Development Programs Trust
Bengaluru
2023.05 - 2023.09
- Led the creation of Kaushal Path 1.0, a comprehensive Project Management System, showcasing expertise in system development and architecture
- Improved operational efficiency by identifying and addressing bottlenecks, reducing challenges by 30%
- Strategically planned Phase 2, focusing on CSR reports& necessary compliances, automated admissions, and learning journey enhancements
- Drove marketing with lead funnel strategies, boosting conversions and leveraging data analytics for informed decisions
- Demonstrated adept cost-effective project management, optimizing resource allocation while maintaining high-quality deliverables
- Ventured into facilitating impactful collaborations with CSR partners, aligning goals for sustainable initiatives, fostering community engagement, and driving positive social change
- Contributed to various other projects.
PROCESS ANALYST
The Art of Living Trust
Bengaluru
2021.08 - 2023.05
- Optimized processes, resulting in a 30% increase in efficiency and reducing task completion time by 25%
- Drafted procedures to illustrate ideas in industry standard forms, minimizing costs and improving production rates
- Held meetings at regular intervals with designated departments to discuss progress and developments, delivering targeted objectives
- Enhanced data accuracy and integrity, reducing errors by 15%
- Received recognition for outstanding process redesign initiatives
- Collaborated with engineers to develop cost-friendly plans, aligning with budget and maintaining quality standards
- Troubleshot issues and performed process simulations to explore scenarios and identify bottlenecks.
Head of Corporate Relations
Sumeru Global Support Solutions
Bengaluru
2017.11 - 2020.12
- Developed communication and public relations strategies based on company principles
- Guided daily operations of current and upcoming projects
- Created strategic plans to capture new business and better serve clients
- Applied diplomatic principles to forge strong networks with desired contacts
- Recruited, vetted and hired qualified staff for team
- Achieved a 20% increase in client retention through proactive relationship management and personalized service
- Streamlined communication processes, reducing response times by 40% and enhancing client satisfaction
- Developed and executed a client engagement strategy resulting in a 15% growth in cross-selling opportunities
- Received consistently high client feedback scores, maintaining an average satisfaction rating of 95% throughout the year.
Regional Business Manager
The Art of Living - Corporate Programs
Bengaluru
2016.01 - 2017.10
- Established customer-centric processes to build customer loyalty and retention
- Hired and trained staff, later monitored their performances and offered mentoring to junior team members
- Promoted revenue by analyzing profitability, cost controls and key metrics
- Achieved productivity improvements while enhancing quality control operations to reduce overhead
- Built and maintained loyal, long-term customer relationships through effective account management and rapport building
- Maximized revenue by identifying key long-term growth initiatives
- Implemented effective customer service procedures to encourage positive feedback
- Sourced and developed sales leads to increase client base
- Empowered staff members to contribute to continuous improvement, quality and growth of company
- Collaborated with support personnel to solve diverse issues impacting different areas of operations.
Compliance and Risk Analyst
My Locum UK Ltd (NHS) - British High Commission
London
2014.04 - 2016.01
- Compiled adhoc reports, summaries and presentations to communicate findings to key stakeholders within organisation
- Undertaking various immigration and border control due diligence in respect to health screening
- Tracked and monitored progress of all outstanding risks until closure, providing guidance and support where necessary
- Utilized quantitative assessment skills to determine controls, processes and practices in place to establish control rating for each risk
- Studied new government legislation with potential to affect company and advised on compliance
- Collaborated with risk managers on reporting and evaluation techniques to support ongoing collection and interpretation of risk management data
- Updating the appropriate systems to support tracking and billing inquiries
- Proactively highlighting technology issues to Seniors and provide solutions where necessary
- Implemented a robust risk assessment framework, reducing compliance violations by 20% within the first year
- Led a cross-functional team in conducting comprehensive audits, resulting in enhanced operational efficiencies and a 15% reduction in compliance-related incidents
- Developed and delivered customized compliance training programs, ensuring 100% employee adherence to regulatory requirements
- Successfully managed a complex regulatory change initiative, ensuring the company's seamless transition to new compliance standards while minimizing disruptions
- Spearheaded a proactive compliance culture, resulting in a 30% decrease in external audit findings and strengthening the department's reputation for adherence to industry best practices.
Customer Service Advisor & Designated Complaints Handler
RBS Group's NatWest Bank Plc
London
2009.07 - 2013.10
- Fostered customer trust and loyalty by communicating complaint status transparently, resolving issues reported within stipulated timelines and soliciting feedback for service delivery improvement
- Acknowledged and responded to customers' concerns within set SLAs for compliance with company standards
- Examined complex issues raised by frontline advisors through client callbacks and call listening to find solutions
- Escalated complex issues to senior management & underwriters for assistance in identifying problems and offering solutions for timely resolution
- Calculated costs incurred due to product damage or service failure and offered appropriate redress or remedial action, resolving customers' complaints
- Provided fair, accurate and timely results to meet organisation's regulatory obligations and deliver exceptional customer experiences without compromising any due diligence
- Increased branch profitability by 15% through targeted cost-cutting and optimized lending portfolios, surpassing financial product sales targets and achieving a 25% revenue boost, establishing the branch as a top performer in the bank
- Led a customer-centric strategy, leading to a 10% increase in customer acquisition and a 25% boost in satisfaction scores
- Introduced a proactive feedback system, resulting in a 20% reduction in overall complaints, strengthening customer satisfaction and loyalty
- Reduced customer complaint resolution times by 30% through process optimization and improved case management.
Education
M.A. in Public Relations -
London Metropolitan University
London, United Kingdom03.2013
B.A. in International Relations -
London Metropolitan University
London, United Kingdom12.2011
Skills
- Project risk assessments
- Cost-reduction strategies
- Proactive
- UI UX
- Negotiations
- Leadership
- Market Researcher
- Design & Analytical Thinking
- MS Office, CHATGPT & AI
- Social Media Proficiency
- Proposal creation
- Conflict resolution techniques
- Time management
- Effective Communication skills
- Problem-solving & Solution Oriented
- Attention to Detail
- Customer Services & Retentions
- Business Operations
- Complaints/Grievance Redressal
- HR Management (L&D)
- CRM/Portfolio Handling Process Enhancement
- Customer Service & Hospitality Trainer
- Life Coach
- Yoga & Meditation
- Wellness Trainer
- Project Management
- Business Process Re-Engineering
- Cost Containment
- Expense Reports
- Multi-Unit Operations Management
- Contract Negotiation Expertise
- Processes and Procedures
- Microsoft Office Suite Expertise
- Change Control Processes
- Quality Assurance and Control
- Client Rapport-Building
- Performance Improvement
- Presentations
- Workflow Planning
Certification
- Chartered Institute of Professional Bankers
- Lean 6 Sigma certified
- Digital Media & Cyber Security
- Certified Yoga & Meditation Trainer
- Certified Wellness coach
- LSC Level 2 / OISC (Office of the Immigration Services Commissioner) UK
- CIPD Level 2 & 3 Training
- Chartered Banker Accreditation - London - UK
- NHS Certified Phlebotomist - London- UK
Accomplishments
- Team Lead - Press & Hospitality - UK WELCOMES Shri NARENDRA MODI, PM - WEMBLEY, LONDON
- Coordinator for Immigration & German Embassy - UK - WORLD CULTURE FESTIVAL - BERLIN, GERMANY
- Lead - International Guest- Hospitality Team (UK Portfolio) - WORLD CULTURE FESTIVAL, Delhi India
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Gujarati
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Project Manager (Contractual)
Sri Sri Rural Development Programs Trust
2023.05 - 2023.09
PROCESS ANALYST
The Art of Living Trust
2021.08 - 2023.05
Head of Corporate Relations
Sumeru Global Support Solutions
2017.11 - 2020.12
Regional Business Manager
The Art of Living - Corporate Programs
2016.01 - 2017.10
Compliance and Risk Analyst
My Locum UK Ltd (NHS) - British High Commission
2014.04 - 2016.01
Customer Service Advisor & Designated Complaints Handler
RBS Group's NatWest Bank Plc
2009.07 - 2013.10
M.A. in Public Relations -
London Metropolitan University
B.A. in International Relations -
London Metropolitan University
- Chartered Institute of Professional Bankers
- Lean 6 Sigma certified
- Digital Media & Cyber Security
- Certified Yoga & Meditation Trainer
- Certified Wellness coach
- LSC Level 2 / OISC (Office of the Immigration Services Commissioner) UK
- CIPD Level 2 & 3 Training
- Chartered Banker Accreditation - London - UK
- NHS Certified Phlebotomist - London- UK
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