Manager - CRM - Financial Sector/Capital Market

Job Description: I. Purpose of the role:

To oversee operations of the CRM function through timely and proper resolution of all customer queries, building relationship, creating processes & framework to provide stickiness among Customers . To aim at business development through identifying opportunities to develop business in new avenues for NSE and acquisition of new customers.

II. Key Responsibilities:

1. Business Development/Cross Sell -

- Track and provide an analysis of the CRM dashboard so as to understand amount of sales made.

- Gather, track and collate intelligences on members for enhancing the NSE experience.

- Exchange information with the relationship manager to understand the market.

- Collate and generate comprehensive report on feedback from market to create system enhancements

2. Client acquisition -

- Assist in acquiring clients through tracking and providing relevant information to organisations.

- Monitor information provided by relationship/account manager so as to ensure customers are provided with an enriched experience.

- Track and ensure all targets are met thereby ensuring NSE is positioned as a dominant player in the market.

- Approve all documentation required to process client requests.

- Make field visits, handle escalations and assign clients to relationship managers.

3. Client servicing -

- Track and monitor all service queries to ensure quality responses are provided.

- Handle escalations and solve client queries where ever required to ensure smooth operations.

- Study market and provide timely updates to improve and create better processes to serve the clients

4. Training -

- Track and provide coaching to junior managers or RMS wherever required.

- Update personal training calendar to attend and improve skills towards building a better skill set.

5. Report dashboard and Analytics -

- Analyse the data and budgeted targets against achieved targets to understand and improve the marketing process.

6. Investor awareness -

- Increase investor awareness through presentations to them on market scenarios and product offerings in tie-up with Investor Association of India, with SEBI, Chamber of commerce, Ministry of corporate affairs, Trade associations etc

- Conduct trainings to dealer's & Clients of trading members on the asset class that is traded

- Create awareness on Rights & Obligations of an investor

7. Subordinate Development -

- Ensure person-job fit in the regional office to enhance employee productivity in the region

- Coordinate for new joinees to undergo induction programme

- Develop subordinates through continuous mentoring and identifying training needs for them

- Resolve conflicts in the office in a tactical manner through dialogues and discussions.

Note: Additional responsibilities may be added from time to time depending on organizational requirements.

Key Skills: Educational Qualifications - MBA in Marketing / Finance

Role Requirements -

- Understanding of the Financial sector / capital market

- Sales/ CRM Experience in capital markets

Experience -

Essential Desired - 4 - 7 years sales / CRM experience in the financial, securities and or with institutional broking firms.

Reports to - CM-BD