Himanshu Mepani

About Himanshu Mepani

Senior Manager – Customer Service | Brokerage Operations | Trading Support | FINRA CertifiedWith 20+ years in financial services, I specialize in customer experience, brokerage operations, and trading support for global clients. Currently leading a high-performing team at Interactive Brokers India, I ensure seamless client support via chat, tickets, and calls, driving CSAT, compliance, and operational excellence. Team Leadership & Training – Mentor, coach, and develop associates (freshers & experienced) for customer service excellence. Escalation & Supervisor Call Handling – Resolve complex client queries with precision and speed. Process & Performance Management – Drive key metrics: CSAT, quality, productivity, and compliance adherence. Regulatory Expertise – FINRA Series 7 & 24 | NISM Series I, VII, certified | Strong knowledge of compliance frameworks. Trading & Market Experience – Equities, commodities, and forex trading for institutional and retail clients.Passionate about building strong client relationships, improving processes, and creating teams that deliver exceptional service in a competitive global environment.

Experience

1. Sr Team Lead - Client Services

   Interactive Brokers

   Oct 2019 — Present · Mumbai, IN

   Leading a team of Customer Service Representatives responsible for the following activities:• Obtain thorough knowledge of products offered by IB on various global exchanges• Provide end to end query resolution right from opening/funding accounts, trading platform queries, margin/trade issues, etc• Respond to retail and professional clients\' inquiries via inbound calls, email and on-line chat• Create an inspiring team environment with an open communication culture• Communicate expectations, assignments and responsibilities clearly and professionally to the team• Monitor team performance and report on metrics• Discover training needs and provide coaching• Listen to team members’ feedback and resolve any issues or conflicts

Education

• Welingkar Institute of Management

  Master of Business Administration - MBA, Banking, Corporate, Finance, and Securities Law

  2016 — 2019

• MMCC College, Pune

  Bachelor of Commerce (B.Com.), Commerce

  2000 — 2003

Skills

• Commodity
• Financial Services
• Business Development
• Equities
• Relationship Management
• Trading Systems
• Management
• Options
• Electronic Trading
• Derivatives
• Back Office
• Bloomberg
• Portfolio Management
• Capital Markets
• Financial Markets
• Trading
• Commodity Markets
• Risk Management
• Team Management