Tushar Mathur

Background

About Tushar Mathur

MBA Professional with close to 15 years of experience in managing Client Service Operations and Data Compliance focusing on Customer success through Business Transformations. A Senior leader with extensive Leadership Expertise in managing large, cross-functional teams (50+ employees) and driving high-impact digital transformation initiatives at Saxo Bank, India. Coaching and developing Team leads, Process Managers and teams to drive operational excellence, enhance customer satisfaction, and lead high-performing teams in delivering impactful, compliant business solutions Passionate about leveraging data-driven insights to improve organizational efficiency. Client Lifecycle Operations – Managed contact center operations, KYC/AML EDD, assistance with Client retention and Account terminations. Digital Solutions to improve Client experience – Transforming business processes by implementing digital colleagues (BOT) and AI driven solutions following process optimization and Lean methodologies. Data Protection Compliance - PII data and GDPR compliance – Data Subject Access request (DSAR) and Individual rights. Handled functional leadership of Client services India hub in Saxo Bank, working with and through local service team leads and local operations to deploy/redeploy resources to manage multiple time zones coverage and strategies to efficiently drive client satisfaction (NPS score) Ensuring that staff is motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed Responsible to run and develop the Client service team ensuring Tiered approach to service and Global SLAs for service are upheld. Successfully handled Process Migration/Transition and stakeholder management globally through daily coordination and collaboration. Representing team strategies, objectives, achievements and efficiency through presentations and dashboards to Global heads / CEOs and Executive Team on regular basis