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Fayyaz Millwala profile image

Fayyaz Millwala

Head Customer Service & DNT at BOB Capital Markets Ltd
Intro Book
Customer experience expert with 20+ years of experience in managing customer experience and driving process improvements.
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Location
Mumbai, Maharashtra, India, IN
Languages
  • English Full professional proficiency
  • Hindi Full professional proficiency
  • Marathi Limited working proficiency
  • Gujarati Full professional proficiency
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Bio

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Fayyaz Millwala is a seasoned customer service professional with over 20 years of experience in managing customer experience, implementing self-service platforms, and driving process improvements. He has expertise in Lean strategies, Visual Management, Green Hour, Green Star, Kaizen Desk, and has worked with various companies including YES SECURITIES (INDIA) LIMITED, Indiabulls Ventures Limited, Motilal Oswal Financial Services Ltd, Anand Rathi IT PVT Ltd, and Sharekhan. He holds a certification in Lean Six Sigma Green Belt from FGNC Institute and has a degree in Business/Commerce from Mumbai University.

Experience

  • BOB Capital Markets Ltd
    • Mumbai, Maharashtra, India
    • Head Customer Service & DNT
      • Jan 2023 - Present
      • Mumbai, Maharashtra, India

  • Monarch Networth Capital Ltd
    • Mumbai, Maharashtra, India
    • Head of Customer Service
      • Jan 2022 - Jan 2023
      • Mumbai, Maharashtra, India

      As part of my current role, I assess and develop the organization's Customer Experience; rectify all customer-facing reports, and deploy a WhatsApp bot to onboard customers. Towards reducing operations costs, I work towards improving POA franking. Focusing on improving external communication, I realign mail formats and SMS patterns to enhance customer and brand recognition.

  • YES SECURITIES (INDIA) LIMITED
    • Mumbai Area, India
    • VP - Head Customer Service and KYC OPS
      • Jan 2019 - Dec 2021
      • Mumbai Area, India

      To achieve organizational goals, I analyzed operational and customer service desk gaps and opportunities to improve service levels in this role, which included the transition from manual KYC to single-window KYC. I finalized KYC Operations, EKYC, CKYC/KRA, and the customer self-service platform. As part of my work, I also integrated requirements for customer life cycle management and self-service platforms (Chat Bot and Self-Service Platform).

  • Indiabulls Ventures Limited
    • Mumbai, Maharashtra, India
    • GM - Head Of Customer Service
      • Jul 2017 - Dec 2018
      • Mumbai, Maharashtra, India

      By implementing self-service platforms (Chat Bots, Email Bots, Self-Service NLP platforms), I successfully improved customer life cycle management from the Delhi office to Mumbai. I led automation of onboarding customer journey (EKYC, Trading Platform, Mobile Application, CRM, CTI, Middleware API, BI tool, Mutual Funds BO, and Marketing and Engagement Notifications); in addition, I planned and integrated Ameyo Call Centre technology for customer service & telephony.

  • Motilal Oswal Financial Services Ltd
    • Mumbai Area, India
    • VP - Head Customer Service
      • Apr 2015 - Jul 2017
      • Mumbai Area, India

      As part of this role, I identified numerous opportunities for significant improvements to the service level by implementing multiple best practices tools (Visual Management, Green Hour, Green Star, Kaizen Desk). In addition to implementing Lean strategies for customer service, I was part of the winning team for the CII Service Excellence Award. Over time, I achieved 26% to 5% abundance, 14% knowledge enhancement, 9% disposition improvement, and 9% attrition control.

  • Anand Rathi IT PVT Ltd
    • Jodhpur Area, India
    • VP - Call Center Business
      • Jun 2013 - Mar 2015
      • Jodhpur Area, India

      I successfully planned and implemented a strategy for upselling B2C to maximize growth opportunities, to enhance market share, and maintain maximum customer loyalty, under call centre business. The skills gained enabled me to plan and coordinate the transfer of existing service desks, insurance renewals, and telesales centres from Mumbai to Jodhpur. I was able to continuously engage clients, optimize product mix and drive process improvements within the team while driving excellence matrices.

  • Anand Rathi Share and Stock Brokers Ltd
    • Mumbai Area, India
    • AVP Centralize Service Desk
      • Oct 2008 - Nov 2012
      • Mumbai Area, India

      For existing BPO and service processes, I integrated Genesys and Aspect Technology with CRM/Trading Application. Through tele-trade, I increased revenue generation by 100% over last year, and maintained renewal persistence of 85%. During the 2010 - 2011 fiscal year, I was awarded best employee of the year for my outstanding performance.

  • IL&FS Investsmart Securities Ltd. (A HSBC Group Company)
    • Mumbai Area, India
    • Manager Tele Trade/Customer Service
      • Jun 2005 - Sep 2008
      • Mumbai Area, India

  • Sharekhan
    • Mumbai Area, India
    • Team Leader (Customer Service)
      • Feb 2002 - Jun 2005
      • Mumbai Area, India

  • Jasmine Enterprises
    • Mumbai Area, India
    • Proprietor
      • Mar 1993 - Feb 2002
      • Mumbai Area, India

Education

  • 2008 - 2009
    Mumbai University
    Bachelors of Commerce, Business/Commerce, General
  • 2017 -
    FGNC Institute
    Certification, Lean Six Sigma Green Belt

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Industry Focus. “Investment Banking”

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