Shyam Surendra Singh

Kotak Securities

Jan 2026 - Present • Current

Manage end-to-end resolution of 130–200 investor grievance cases per month, maintaining 90%+ SLA Exchange, SEBI SCORES, and internal escalation channels. Handle 50–60 high-priority cases escalated through Senior Management channels, ensuring timely resolution and superior customer experience. Investigate and resolve trading, brokerage, operational, and service-related disputes while ensuring compliance with SEBI regulations, Exchange guidelines, and internal policies. Coordinate with Compliance, Risk, Operations, Technology, and Business teams to drive resolution of complex customer issues and regulatory escalations. Draft regulatory responses for Exchanges and SEBI while maintaining accuracy, quality, and adherence to statutory timelines. Conduct root cause analysis on recurring customer complaints and recommend process improvements to enhance operational eciency and customer satisfaction. Performed UAT testing for 20–25 process and system enhancements, validating business requirements prior to production deployment. Executed Salesforce client profile data validation across 98 data fields, ensuring data accuracy and seamless production releases. Developed and shared agent productivity dashboards, SLA reports, and case ageing MIS to support operational monitoring and performance management. Analysed Net Promoter Score (NPS) and Voice of Customer (VoC) insights to identify service gaps and recommend improvements in customer journeys and internal processes. Reviewed and analysed 300+ customer cases to streamline case categorization and tagging, improving agent productivity and reducing case handling time. Partner with cross-functional stakeholders to strengthen grievance management processes, improve turnaround time, and enhance regulatory compliance across customer operations.

SBI Securities

Oct 2021 - Dec 2025 • 4.2 yrs

Managed end-to-end resolution of customer queries related to equity trading, brokerage operations, Demat & trading accounts, account servicing, and capital market transactions, ensuring timely and accurate issue resolution. Handled customer escalations across multiple communication channels while maintaining high service standards and adherence to defined SLAs. Collaborated with Product, Technology, Operations, Compliance, and Business teams to resolve complex operational issues and improve overall customer experience. Conducted User Acceptance Testing (UAT) for Salesforce workflows, system enhancements, and operational process improvements, ensuring successful production deployments. Prepared and analysed MIS reports, customer service dashboards, and operational performance metrics to monitor productivity, service quality, and process eectiveness. Analysed customer feedback, Voice of Customer (VoC), and service trends to identify improvement opportunities and recommend enhancements to customer journeys and operational processes. Supported process optimization initiatives by identifying root causes of recurring customer issues and implementing corrective actions to improve service delivery. Ensured compliance with internal policies, regulatory guidelines, and brokerage operational procedures while delivering consistent customer support. Developed strong expertise in capital market operations, equity trading, brokerage processes, account servicing, and customer grievance management. Partnered with cross-functional stakeholders to strengthen operational eciency, improve turnaround time, and enhance overall client satisfaction.