Dear Friends,
I was working with Angel broking ltd. till last month & am currently looking for a job as a Manager - Service Quality/Quality Assurance in Broking Industry & the details of my current role is as given below, FYR.
Resolving customer queries, complaints & grievances South Region
Define & review quality levels at customer touch points across all clients
Continuously initiate & implement improvements projects, which translate into excellent service
Ensure quality standards are met and conduct periodic audits to check strict adherence to quality norms
Competition Tracking Quarterly SWOT analysis on competition products & services Live accounts with broking houses
Trainer Equity/Futures & Options/Commodity/Currency Derivatives etc.
NCFM/BCFM & BCCD/CDSL certification compliance Educate & encourage regions & branches for 100% certifications
ORM Manages Online queries & complaints at various blogs & forums
Working knowledge of clearing and settlement, regulatory compliances by the trading members and companies.
Projects Initiated & Closed
1) Pan India Sub-Broker telephonic compliance survey Check display of compliance notice boards at their offices as mandated by regulator/exchanges
2) Running Account Authorization
3) Forgot Password Mechanism
4) Application Tracker Angel Website
5) SMS Service Queries/Complaints
6) Corporate Action/Announcements Angel Website
7) Evaluated Angel account opening process & reported to management
8) QA representation to Rothschild for PE Investments
9) Standard Operating Procedures (SOP) Quality Assurance/IT Infrastructure/IT Applications
Current Projects W.I.P.
1) Service Quality complaints, investigations, follow-up & RCA South Zone
2) Branch Quality Ratings & Business Process Standardization.
3) Investor Education Program (Knowledge Centre) Website
4) Sector Updates Website
5) Streamlining Welcome Kit dispatch process & CRMS South Zone
6) Customer Service Feedback mechanism BO
7) Voice of Customers Account Closures South Zone
8) Increase trading volumes and profitability on different products
In case of any relevant vacancy, please speak to me on my Mobile no. +919619517190 or revert me at
[email protected]
thanks in Anticipation! Please revert in case of any query or for more information.
regards,
Radheyshyam