VIVEK UPADHYAY Mobile: +91-9999155750; E-Mail: vivekupad1983@yahoo.

in

Seeking Client servicing dedicated assignments covering the entire continuum of Client relationship
management, Clientele servicing programs, and other support functions for a growth oriented
organization.
Précis

• A competent professional; holding Four years of progressive experience in Branch Operations, Process Enhancements,
Client Servicing and Team Management.
• Presently associated with Reliance Capital Asset Management Company, New Delhi as Sr. Executive–
Branch Operations.
• Adept in supervising all the Branch Operations and taking all possible measures for smooth & complaint free branch
functioning.
• Adroit at designing and implementing systems & procedures to ensure timely availability of business information
necessary to facilitate critical decision-making process.
• Proficient at managing & leading teams for running successful process operations & experience of developing
procedures, service standards for business excellence.
• A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design
solutions and ideas.
• Possess excellent interpersonal, communication and organisational skills with proven abilities in team management,
customer relationship management and planning.

Core Competencies

Branch Operations
• Managing complete operations towards providing complete range of services for smooth & complaint free branch
functioning.
• Ensuring compliance with all the statutory requirements specified under the different acts.
• Devising & implementing policies / procedures for all round development of the branch as well as reducing overall costs
to the company through various means.
• Working towards achievement of branch budgets and targets.

Process Management
• Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level.
• Monitoring providing of statement of accounts, providing statements, updates to customers.
• Conducting process reviews on a quarterly basis.
• Generating daily, weekly & monthly MIS reports basis including database management of region.

Client Relationship Management

• Managing of Customer Relation Operations and ensuring maximum customer satisfaction & business excellence.
• Providing assistance in devising and effectuating the customer delight programs as well as maintaining minimum TAT.
• Interacting & developing rapport with all external/internal constituents of client at all levels; for maximum client
retention and achievement of revenues.

Team Management
• Monitoring performance of team members to ensure efficiency in operations and meeting of individual & group targets.
• Streamlining efforts for attainment of short and long term goals of company taking into care the mission and vision.

Organisational Experience

Reliance Capital Asset Management Company, New Delhi Sr. Executive

Since Aug’08

Responsibilities;
• Responsible for performing overall Branch Operations for RCAM Mutual Fund vertical.
• Handling front desk customer services and operational work.
• Cross Selling to the existing mapped customer base.
• Provide advisory services to clients on Investment options (Debt & Equity)
• Ensuring the timely reporting of Debt & Equity Funds, Switch and Redemptions.
• Responsible for share reconciliation processes include balancing the client’s Broker dealer accounts to the DST sub-
accounts to the networked Reliance account held direct at the fund.
• Analyzing the existing and new mutual fund schemes available in the market and suggesting a scheme as per the
clients risk profile.
• Updating Customers with latest NAV and customer portfolio updates.
• Monitoring providing of statement of accounts.
• Preparing Dash Board Data.
• Ensuring proper adherence to the daily TAT (Turn around Time) and CTQs (Critical to Quality).
• Liaising with R&T (Karvy Computershare Pvt. Ltd. a Unit Reliance Mutual Fund) to solve distributor & investor query.
• Handling Distributor, ND’s (National Distributors), Channel Partners & Investor Query.
• Cross checking to identify defects made by team members and taking corrective measures.
• Managing Operation team and handling customer queries.
• Handling branch petty cash for various promotional activities.
• Preparing daily productivity reports for the team.

BA Continuum Solutions Pvt. Ltd., Gurgaon Risk Analyst

Feb’07 to Aug’08
A non-bank subsidiary of Bank of America Management Corporation, BA Continuum Solutions Private Limited provides business processing
and technology solutions exclusively to Bank of America, in support of Investment, Wholesale and Consumer Banking operations.
Responsibilities;
• Reviewing the daily report for monetary instruments such as Cashier Cheque, Travelers’ Cheque, and Money Orders to
prevent money laundering.
• Analyzing the transaction report sent by Onshore Team and taking decision accordingly.
• Coordinating with branches of Bank of America in US to reconcile the reports.
• Responsible for fraud prevention measures for improving the performance of the organization.
• Ensured to meet the TAT & Accuracy of the process.
• Handling the team of New Analyst.
• Exposure to quality tools like Six Sigma & Lean.
• Consulting daily work reports and allocating day to day tasks to the team.
• Preparing daily productivity reports for the team.
• Ensuring high level of customer Service.
• Instrumental in reducing TAT for various critical activities.

Highlights;
• Six Sigma Basic Certified.
• Made a project which was able to reduce the pending of whole team leading to overall improvement of process.

UTI Bank Ltd., Varanasi Sales Executive

Jun’06 to Jan’07

Responsibilities;
• Handling a team of new Sales Executives and Associates.
• Performing all modern day banking activities and providing high degree of proficiency in the banking products.
• Involved in Merchant Banking, Depository Services, Retail Banking Operations and Corporate Banking.
• Taking necessary measures to enhance customer service levels.
• Creating proactive work culture, facilitating cross-selling of EDC Machine, Demat Accounts, Travel Currency Cards, etc.

Education
• MBA (Marketing & HR) from United Institute of Management, Allahabad, UP Technical University in 2006.
• Bachelor of Information Technology from Sikkim Manipal University in 2004.

Certification:
• AMFI Certified (Advisory Module) from NSE's Certification in Financial Markets (NCFM) in 2008.
IT Skills
• Operating System: Window 98, Windows 2000
• Packages: MS Office 2000(Proficiency in MS Excel)

Personal Profile
Date of Birth: 4th April, 1983
Current Address: Block-U-73/43, DLF Phase III, Gurgaon, Haryana – 122002
Permanent Address: 46/14/A, Ganesh Nagar, Muirabad, Allahabad – 211002, Uttar Pradesh