Shabbir Shah

Operations and customer success professional with 6+ years of experience in fintech, financial services, customer support, and operational workflow management. Experienced in handling end-to-end operational activities, client onboarding, KYC processing, mutual fund operations, CRM management, and process optimization. Strong expertise in cross-functional coordination, client relationship management, operational risk handling, and team leadership.

Skilled in managing business operations, resolving customer escalations, improving workflows, and supporting operational efficiency in fast-paced environments. Proven ability to coordinate with internal teams, technology teams, and stakeholders to streamline operational processes and improve service quality.

Assistant Operations Manager - Kotak Securities Ltd - Bengaluru

(2023-03)

• Managing daily operational activities and coordinating workflows across teams to ensure smooth business operations.
• Worked closely with technology and risk management teams to improve operational efficiency and reduce workflow issues.
• Participated in system enhancement initiatives, compliance updates, and operational testing activities.
• Handled operational support related to mutual fund and financial service processes.
• Supported NAV reporting and reconciliation processes with accuracy and timely coordination.
• Improved process monitoring and operational quality standards across business functions.
• Assisted in onboarding, training, and team coordination activities.
• Supported issue resolution and operational escalation handling for internal and external stakeholders.

Assistant Operations Manager - Kotak Securities Ltd - Bengaluru

(2023-03)

Key Achievements

• Contributed to streamlining operational workflows and improving coordination between operations and technology teams.
• Supported process quality initiatives to enhance operational efficiency.
• Managed operational tasks with strong accuracy and attention to detail.

Customer Support Executive - Geezy

(2022-08 - 2023-02)

• Provided customer support through chat, email, and phone channels.
• Assisted customers with payment issues, order management, refunds, and delivery-related concerns.
• Maintained accurate customer case records and escalation history.
• Coordinated with internal teams to resolve customer issues efficiently.
• Delivered customer-focused support with strong communication and problem-solving skills.

Customer Support Executive - Geezy

(2022-08 - 2023-02)

Key Achievements

• Maintained professional customer interactions with strong resolution management.
• Supported customer satisfaction through timely issue handling and communication.

Operations Executive - Fund Expert (Acquired by Kotak Securities)

(2019-09 - 2022-08)

• Managed daily operations activities and ensured smooth execution of operational processes.
• Conducted client onboarding support and product demonstrations.
• Coordinated with clients for operational updates, issue resolution, and document follow-ups.
• Handled CAMS and KARVY data requests, mapping, and operational coordination.
• Assisted in maintaining operational accuracy and process quality.
• Worked with internal teams to support workflow management and client servicing.

Operations Executive - Fund Expert (Acquired by Kotak Securities)

(2019-09 - 2022-08)

Key Achievements

• Successfully managed client coordination and operational support activities.
• Improved communication and follow-up processes for operational requests.

Customer Support Associate / Team Leader - Allsec Technologies Pvt. Ltd.

(2016-12 - 2019-09)

• Managed inbound customer queries and handled customer support activities.
• Performed KYC verification and documentation support processes.
• Coordinated customer email communication and issue resolution.
• Assisted in team handling, workflow coordination, and operational support.
• Supported recruitment and onboarding activities for operational teams.

Customer Support Associate / Team Leader - Allsec Technologies Pvt. Ltd.

(2016-12 - 2019-09)

Key Achievements

• Promoted as Team Leader based on performance and operational contribution.
• Improved operational workflows and team coordination efficiency.
• Maintained professional customer interactions with strong resolution management.
• Supported customer satisfaction through timely issue handling and communication.

Business Development Executive - Tata Motors Finance Ltd.

(2013-05 - 2014-10)

• Managed client relationship activities and supported business development operations.
• Conducted client meetings and presentations to generate business opportunities.
• Coordinated with existing and potential customers to support business growth.
• Assisted in developing customer engagement and retention strategies.

Bachelor of Business Administration (BBA) - Finance - St. Joseph's College, Bengaluru (2012 - 2015)

Commerce - Commerce - Aadarsha PU College (2010 - 2012)