---
title: "Dhruvi Haria - Assistant Manager – Operations (M1) in Thane | Tal"
description: "Meet Dhruvi Haria, Assistant Manager @ Axis Securities Limited | MBA in Financial Management based in Thane."
image: "https://tal.club/meet/dhruvi-haria/share-image"
---

# Dhruvi Haria on Tal

## 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 \(MSBSHSE\)

[View the original profile](https://tal.club/meet/dhruvi-haria)

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