Headline

Assistant Manager @ Axis Securities Limited | MBA in Financial Management

About

Finance Operations Manager with 7 years of progressive experience across Indian Capital Markets, Investment Operations, and Trade Lifecycle Management within SEBI-regulated frameworks. Currently at Axis Direct (Axis Securities), I lead a dual-function voice operations team — managing inbound query resolution and 12 structured outbound programs covering account retention, estate & asset servicing, digital adoption, and regulatory compliance. Key highlights: ▸ 22% reduction in repeat customer queries through structured root cause analysis and process redesign ▸ 12% account retention rate for at-risk Demat accounts via targeted objection-handling programs ▸ 92% TAT adherence & 90% quality scores sustained across high-volume operations ▸ Team NPS of 75, driven through service excellence and process-driven client engagement ▸ Axcel Bronze Award recipient — two consecutive years (2023–24 & 2024–25) My expertise spans the full trade lifecycle (T+1 Settlement), post-trade processing, CDSL/NSDL custodial transfer operations, KYC/AML compliance, and MIS reporting using Advanced Excel (Pivot Tables, XLOOKUP, Data Reconciliation). Prior to Axis Direct, I served at IIFL Securities handling complex trade and transaction queries for high-value accounts, and at HDFC Securities as a Relationship Manager advising clients across Equity, Derivatives, Mutual Funds, and Fixed Income — earning the SGB Super Championship Award (2020–21). Certifications: • NISM Series VII — Securities Operations & Risk Management • NISM Series V-A — Mutual Fund Distributors • MBA (Finance) — NMIMS

Location

Thane

Work experience

Assistant Manager – Operations (M1) at Axis Direct, Aug 2022 - Present · 3 yrs 11 mos, Ghansoli, Lead a 10-member inbound operations team within a 30-member function, while simultaneously managing 12 structured outbound programs across account lifecycle management, client retention, and regulatory compliance. Key achievements & responsibilities: • Reduced repeat customer queries by 22% through structured root cause analysis and enterprise-wide process redesign — lowering cost-per-contact and improving service efficiency at scale. • Architected a Demat Closure Retention program (targeted objection-handling calls) achieving a 12% account retention rate, directly mitigating revenue churn. • Managed estate & asset servicing workflows (Transmission Desk) in compliance with CDSL/NSDL guidelines — guiding legal heirs through complex documentation for asset transfers under SEBI guidelines; achieved an average 34% case processing rate. • Sustained 92% TAT adherence and 90% quality scores across high-volume voice operations; primary escalation point for 20–30 complex trade and regulatory cases per month. • Delivered team NPS of 75 through service excellence, team coaching, and process-driven client engagement. • Built Advanced Excel MIS dashboards (Pivot Tables, XLOOKUP, Data Reconciliation) for operations leadership; managed workflows on I-leverage (Axis Direct's proprietary operations platform). • Managed Franchise Retention, DP Recovery, MNRL (TRAI) outreach, KYC journey drop analysis, and self-service migration programs — reducing inbound volumes and protecting distribution revenue. Awards: Axcel Bronze Award (2023–24 & 2024–25)

Senior Executive Officer – Operations at IIFL Securities, Jul 2021 - Jul 2022 · 1 yr 1 mo, Thane, Maharashtra, India, • Resolved complex trade and transaction queries for high-value accounts and corporate entities across voice, email, and written channels within defined SLAs. • Maintained 93% quality scores in internal audits while handling trade discrepancies and reconciliation issues. • Managed multi-channel client escalations and analysed trade discrepancies ensuring compliance with internal controls. • Utilised Zoho CRM for client query logging, case lifecycle tracking, and escalation management.

Relationship Manager – Equity & Derivatives at HDFC securities, Mar 2019 - Jul 2021 · 2 yrs 5 mos, Thane, Maharashtra, India, • Managed a sizeable client portfolio delivering investment guidance across Equity, Derivatives, Mutual Funds, Corporate FDs, Bonds, and Fixed Income instruments — aligned to individual risk profiles. • Drove multi-product distribution across Health Insurance, Life Insurance, Credit Cards, and Loan referrals — contributing to cross-sell revenue targets. • Recognised as a top performer in the Sovereign Gold Bond (SGB) campaign — awarded the SGB Super Championship Award (2020–21) by HDFC Securities for exceeding sales targets. • Managed end-to-end client onboarding and KYC verification in line with SEBI, IRDAI, and PMLA standards. • Utilised CRM Next for client portfolio tracking, activity management, and lead pipeline coordination.

Education

Master of Business Administration - MBA, Finance and Financial Management Services, NMIMS CDOE

Maharashtra State Board of Secondary and Higher Secondary Education (MSBSHSE)