NEHA BHATIA
Highly motivated Customer Service Manager with more than 15 years of experience in wealth management, banking, and financial services. Proven expertise in customer service operations, client onboarding, KYC and regulatory documentation, complaint handling, and relationship management. Skilled in leading cross-functional teams, managing service operations, developing SOPs, and driving process improvements while ensuring compliance with regulatory and internal governance requirements. Experienced in supervising a team of two direct reports, delivering operational excellence, and building strong relationships with clients and internal stakeholders.
- • Lead end-to-end customer service operations across client onboarding,account servicing, documentation follow-up, and escalations, ensuring responsive support and consistent service delivery.
- • Serve as the escalation point for customer complaints, coordinating resolution with internal stakeholders in line with service standards and resolution with internal stakeholders in line with service standards and regulatory requirements.
- • Support the wealth and asset management business with client communications, including corporate actions, notifications, marketing.
- • Partner with Compliance, Operations, Finance, Assets, and Relationship Managers to resolve servicing issues, manage pending documentation, and maintain client accounts effectively.
- • Coordinated employee administration activities, including end-of-service benefit processing, final settlements, and related documentation.
- • Oversee customer service reporting, complaint tracking, and process improvements to strengthen service quality and operational efficiency.
- • Supervise and support 2 direct reports, managing workload allocation, day to-day guidance, and team performance.
- • Played critical interface between business and sustain teams.
- • Managed onboarding process and KYC, report generation, and query resolution for RMs and clients.
- • Recommended policy and procedure changes based on experience with similar situations.
- • Managed operational tasks of 20-person team.
- • Oversaw client node provisioning and workflow, developed and managed ticket escalation procedures.
- • Maintained branch customer relationships and resolved client queries within TAT per bank policies.
- • Handled branch operations and customer complaints, resolving conflicts effectively.
- • Contributed to team objectives with ideas and collaborative effort.
- • Achieved sales targets in Jodhpur city.
- • Generated leads and acquired new clients for banking products.
- • Managed client relationships and customer service.
- • Received management appreciation for sourcing best lead worth INR 5 crores.
- • Generated bancassurance business leads from ICICI Bank.
- • Sold insurance policies and investment products.
- • Met sales targets under pressure with timely results.
- • Acquired clients for D-mat & DP accounts.
- • Handled back-end activities during business close timings.
- • Maintained client data and sub ledgers using Excel.
- • Worked on investment products like Mutual Funds, SIPs, and ELSS.
Recognized on monthly review meets for smooth flow of operations tasks
Awarded for query resolution and account activation
100 Hrs. Computer Training from Aptech and NIIT
Ability to manage tasks in a challenging environment. Ambitious with a desire for personal and career advancement. Strong verbal communication and organizational skills. Team player with ability to work independently. MS Office Package (Word, Excel & PowerPoint), Internet and E-mail applications
Indian
English & Hindi