Akash Kumar, Client Success | Account Management | Client Service & Operations

About

18+ years of experience in the professional corporate industry, business operations management, people leadership and Co-Founding a training services institute – I'm extensively passionate and have expertise in Client servicing, client success, Operations management, customer experience / CX, CoE, people/team management, relationship / stakeholder management, account planning, business development / sales support, business strategy, market analysis, banking & financial Services, process improvement, transitions, change management, up/cross selling, KPI / KRA, root cause analysis review, operational risk & controls, quality control, performance review and communications.

Experience

Visionet Systems

Oct 2022 – Feb 2023

Bengaluru

Senior Director Client Success

 Forged and directed a 22 member Key Account Management team, supervising training, servicing, account planning, KPI/KRA, categorization, RCA, MIS, and process enhancement with 700+ indirect Ops FTE.  Enhanced alliances with US Mortgage clients via strategic BPM collaboration, IT, AI/ML integration, and optimized capacity planning, MBR/QBR, pre-sales workflow, sales review, QC, Op-Ex, and automation/RPA.  Demonstrated adeptness in client presentations, resulting in notable up/cross-selling accomplishments, increased ARR and retention. Proficiently managed stakeholders and relationships, elevating overall CX.

Excel Institute

Jun 2016 – Sep 2022

Bengaluru

Vice President & Co Founder

 Spearheaded end-to-end Client Servicing, operations, and pivotal process enhancements/automations to optimize workflows, effective planning, budgeting, P&L and elevate overall client experience.  Achieved a substantial 36% boost in total productivity and net revenues within a mere 11 months.  Strengthened and cultivated key partnerships across a spectrum, encompassing external clients, staffing, business development, analysis, strategy, marketing, digital presence, digital transformation, operations, stakeholder and relationship management, and vendor relationships.  Demonstrated expertise in enhancing lead generation, driving an impressive 18% increase within 6 months.

Goldman Sachs & Co.

Jan 2007 – Mar 2016

Bengaluru

Senior Associate Manager - AVP

 Orchestrated end-to-end Account Management, onboarding/set-up, and Client Service delivery, alongside steering KYC/AML and Capital markets functions.  Oversaw global client servicing functions for HNI portfolio, pricing, NAV, reporting, trade, reconciliation and performance queries primarily spanning Equities, Mutual Funds, Derivatives, FI, FX, and more.  Expertly resolved complex client issues: Regulatory & Financial Reporting, portfolio holdings, pricings/valuations, client reporting, Performance, Operational Risk & Controls, and shared service delivery.  Earned Global Business recognition for spearheading successful projects: WMP Online Portal, Global Communication Tool, Onshore Trade Reconciliations, E-Delivery Client Reporting and LFFs & F1SA automation.  Garnered appreciation for astute decision-making, analytical precision, adaptive communication skills, innovative thinking, and driving operational change.  Acknowledged for proactive problem-solving, unwavering self-motivation, and seamless cross-functional collaboration.

Convergys India

Aug 2004 – Oct 2006

Bengaluru

Quality Manager Tech Support

 Directed client servicing to ensure rapid query resolution, consistently surpassing customer satisfaction targets and SLAs. Offered Technical & Operational support for international corporate and individual clients using FedEx shipping solutions.  Oversaw 350+ associate escalations, effectively managing client interactions and delivering exceptional service. Conducted performance evaluations, provided valuable feedback, and designed impactful training sessions to optimize departmental efficiency.  Accomplished consistent SLA compliance over 5 consecutive quarters through unwavering performance excellence.

Education

Great Lakes Institute of Management

Mar 2017 – Mar 2018

MBA - PGPM, Finance

MS Ramaiah Institute of Technology - VTU

May 1999 – Jun 2003

Bachelor of Engineering - B.E., Mechanical Engineering

Akash Kumar

Client Success | Account Management | Client Service & Operations

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