Deputy Manager - Customer Service - Mutual Fund Operations

Key Accountabilities:

- Manage the local branch and upcountry locations in terms of operations, stakeholder management, customer service, sales escalations etc.

- Perform branch operation functions such as receiving/ verifying applications and time stamping.

- Ensure timely follow-up and closure on any pending requests for self and team

- Generating MIS reports for the zone and sharing with sales head as per request

- Dispatch of account statements, statutory disclosures, factsheets etc. to investors / distributors for the respective branch

- Provide prompt and accurate details of products / schemes to investors and distributors.

- Ensure a good customer experience and effectively manage grievances / complaints.

- Attend to branch walk-in customers and queries over phone / email

- Manage the admin function of the branch in terms of vendor management, general coordination with admin function, etc.

- Maintaining addendum and important notices, circulars at branch level

- Liaison between Sales and RTA for quick resolution of queries and grievances

- Participate in IFA engagement program to activate dormant IFA's and mobilize business

- Provide feedback and suggestions on products / processes of peers and best practice sharing.

- Share ideas and suggestions on process automation and improvement of productivity

- Demonstrate high levels of quality and compliance

- Liaison and coordination with AMC branches and CSO's across India

Educational Qualifications & Experience:

- Minimum 3 years' experience in branch operations for a Mutual Fund / AMC

- Should have worked in a AMC branch with retail and institutional presence

- Good knowledge of MS-Office applications especially MS-Excel and MS-PowerPoint

- Familiarity with regulatory procedures, documentation, and frameworks (KYC, AML etc. ) will be ideal

- NISM VA certified