Vishmitha Madappa Mookalera
Juffair
Summary
Client-focused professional with background in providing exceptional service and support within fast-paced environments. Skilled in resolving complex client issues and fostering strong relationships through clear communication and proactive problem-solving. Adept at leveraging industry knowledge to enhance client satisfaction and drive business growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Service Manager
The Family Office (Wealth & Investment Management)
01.2019 - Current
- The Client Services department supports internal teams and Relationship Managers by enforcing control over sensitive activities and maintaining a centralized client documentation repository. The Client Service Manager plays a key leadership role in overseeing daily operations, optimizing workflows, and driving process improvement. The role requires strong ownership, cross-functional collaboration, and active participation in digital and AI-driven initiatives.
- Responsibilities:
- Oversee Day-to-Day Client Service Operations:
- Respond to Relationship Manager’s queries in a systemized, timely, and professional manner
- Supervise and manage the client service mailbox and daily workflow queues.
- Monitor and allocate tasks to ensure timely and professional resolution of queries.
- Provide support in resolving escalated client complaints.
- Control and process share transfer and sale of investment requests.
- Manage and report on non-TFO client accounts.
- Manage Relationship Manager queries and requests with respective departments relating to:
- Ongoing KYC supporting documentation updates
- Updating client documentation and contact details
- Ensure client orders are accurately processed and executed.
- Subscriptions and redemptions across liquid and illiquid investments.
- Capital calls, zakat withdrawals, rollovers, and standing instructions.
- Onboarding of new clients and account closures.
- Drive Operational Excellence and Process Enhancement:
- Identify process gaps and propose solutions to enhance operational efficiency.
- Lead or support the implementation of automation and digital initiatives.
- Actively contribute to AI-related projects aimed at reducing manual workload and improving service turnaround.
- Strategic and Cross-Functional Contributions:
- Support app development and ongoing platform enhancements from a client service perspective.
- Contribute to firm-wide strategic initiatives focused on elevating client experience.
- Assist senior management in developing and refining the business plan.
- Support in closing internal audit recommendations and ensuring compliance
- Projects:
- Automation of circulation of reports, invoice to clients via BOT
- Data migration- CRM in Appian
- Client KYC documents reminders via BOT
- AI Initiatives for the CS AI Assistant
Investment Advisory- Junior Analyst – Approved DMLRO by Central Bank of Bahrain
CAPITAL GROWTH MANAGEMENT W.L.L. (CGM) -KINGDOM OF BAHRAIN
05.2017 - 12.2018
- Company Overview: An independent multi-family advisory firm founded in 1997, licensed and regulated by Central Bank of Bahrain. CGM has a high net worth individual and institutional client base from the GCC and the Middle East.
- Preparing and reviewing client investment analysis reports using Morningstar & Bloomberg.
- Preparing peer group analysis for the purpose of fund selection, and implementation of Investment decisions.
- Performing reconciliation of client portfolios.
- Prepare daily, monthly and occasional market reports using Morningstar.
Know Your Customer (KYC) -Associate
HONG KONG AND SHANGHAI BANKING CORPORATION (HSBC) -INDIA
01.2015 - 12.2015
- Job involves performing KYC for on boarding new clients / existing clients (Corporate) when they want to open accounts in Hong Kong.
- Classify the risk level of clients based on country of incorporation/residential address of Ultimate Business owners as per Country Risk table.
- Classify the risk level of clients based on Nature of business.
- Collecting constitutional documents (CI – M&A), Organization chart, Business license, Annual Return, Account opening documents, Board resolutions, Fatca form and ID copies of Business owners, Directors and Authorized signatories as per HKMA guidelines.
- Perform Fatca classification based on the form received and liaising with Tax Support Team for approval.
AXA Equitable (NOC)- Business Analyst
AXA BUSINESS SERVICES -INDIA
07.2012 - 12.2014
- Responsible for providing accurate changes in Life Insurance.
- Responsible for handling customers’ complaints or queries in a pleasant manner and by providing end-to-end resolution to their complete satisfaction.
Education
Post-graduate Diploma - Investment Management
St. Aloysius Autonomous College Mangalore
01.2012
Bachelor of Commerce - undefined
St. Aloysius Autonomous College Mangalore
01.2012
Skills
- MS Office Suite
- CRM Tools
- Reporting & Documentation
- Process Improvement & Workflow Optimization
- Data Analysis & Problem-Solving
- Client Relationship Management
- Customer Support & Issue Resolution
- Account Management
- Service Excellence & Client Retention
- Complaint Handling & Conflict Resolution
- Client Onboarding & Training
- Order / Request Processing
Professional Attributes
- Detail-Oriented & Organized
- Time Management & Multitasking
- Adaptability & Resilience under Pressure
- Strong Work Ethic & Accountability
- Continuous Learning Mindset
Certification
- Bahrain Institute of Banking & Finance (BIBF) 2018
- Anti-Money Laundering Awareness Program Course
- The Wharton University of Pennsylvania 2021
- Business Analytics: From Data to Insights Online Certificate Program
- AI for Everyone - DeepLearning.AI 2025
- Generative AI for Business Analysts - IBM
Hobbies and Interests
Playing Basketball, Travelling, Sports
Community Service
Save the Children -INDIA, India
Accomplishments
- State level basketball player
- Client Satisfaction through automation process/implementation of new time saving process
- AI Initiatives for the CS AI Assistant
Timeline
Client Service Manager
The Family Office (Wealth & Investment Management)
01.2019 - Current
Investment Advisory- Junior Analyst – Approved DMLRO by Central Bank of Bahrain
CAPITAL GROWTH MANAGEMENT W.L.L. (CGM) -KINGDOM OF BAHRAIN
05.2017 - 12.2018
Know Your Customer (KYC) -Associate
HONG KONG AND SHANGHAI BANKING CORPORATION (HSBC) -INDIA
01.2015 - 12.2015
AXA Equitable (NOC)- Business Analyst
AXA BUSINESS SERVICES -INDIA
07.2012 - 12.2014
Bachelor of Commerce - undefined
St. Aloysius Autonomous College Mangalore
Post-graduate Diploma - Investment Management
St. Aloysius Autonomous College Mangalore
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