Manohar Surathu
Mumbai
Summary
Experienced in strategic planning and project management. Utilize leadership skills to enhance team performance and operational efficiency. Demonstrated success in delivering impactful results through innovative problem-solving techniques and clear communication strategies.
Overview
11
11
years of professional experience
14
14
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Director ( Customer Success and Tele Collections )
Groww
04.2020 - Current
- Orchestrated the establishment of the customer support team at Groww, facilitating the expansion from 30 to 500 individuals.
- Managing the Tele-Collection team.
- Developing the Annual Operating Plan (AOP) for the Customer Success Team, ensuring alignment with company objectives and targets.
- Spearheaded the setup of new locations in Mumbai and Jaipur as part of expansion and Business Continuity Planning (BCP), enhancing company's regional presence.
- Collaborated effectively with the founders and product stakeholders to address user pain points and streamline issue resolution, elevating overall customer satisfaction.
- Implemented regular review of FAQs, resulting in a 40% increase in self-help query resolution and reducing the workload on the customer support team.
- Monitored and optimized the overall Service Level Agreements (SLA) and productivity/efficiency of the Customer Support teams.
- Collaborating with the product team to seamlessly transition new offerings to investors, ensuring a seamless and positive customer experience.
Nodal Manager
SBICAP Securities
04.2019 - 04.2020
- Managing the non voice customer support.
- Managed the non-voice customer support and grievance team, ensuring smooth operations and high customer satisfaction.
- Responded to regulatory escalations in a timely and effective manner, showcasing strong compliance and problem-solving skills.
- Prepared and presented monthly data to the MD and stakeholders, addressing key issues and ensuring closure of open points.
- Collaborated with the training team to implement strategies aimed at reducing escalations and achieving a higher First Contact Resolution (FCR) across teams.
Assistant Manager
5paisa Capital
11.2018 - 04.2019
- Managing the customer support non-voice team
Assistant Manager
Kotak Securities
09.2017 - 11.2018
- Managing the non voice customer support team.
- Handling escalations.
Finance Analyst
Eclerx
12.2014 - 09.2017
- Reconciliation of trades (middle office).
Education
BFM - Financial Markets
Mumbai University
Mumbai, India 04.2001 - 01.2015
Skills
- Customer engagement
- Team development
- Team management
- Project execution
Certification
NISM Series 3A, 6, 7 & 8
Timeline
Director ( Customer Success and Tele Collections )
Groww
04.2020 - Current
Nodal Manager
SBICAP Securities
04.2019 - 04.2020
Assistant Manager
5paisa Capital
11.2018 - 04.2019
Assistant Manager
Kotak Securities
09.2017 - 11.2018
Finance Analyst
Eclerx
12.2014 - 09.2017
BFM - Financial Markets
Mumbai University
04.2001 - 01.2015
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