Operation Manager - Portfolio Management Services - Asset Management Firm

Customer Service Excellence:

- Provide exemplary customer service to ensure customer satisfaction and delight.

- Address customer queries, concerns, and complaints promptly and professionally.

- Handle irate customers effectively, aiming to resolve issues to their satisfaction.

Sales and Product Advice:

- Responsible for sales activities involving distributors and walk-in customers.

- Advise customers on market conditions and recommend suitable products based on their needs.

- Ensure sales processes adhere to compliance guidelines and are time-stamped accurately.

Application Processing:

- Accept and process applications from customers.

- Ensure all applications comply with regulatory guidelines and internal policies.

Service Query Management:

- Resolve service queries within the defined Turnaround Time (TAT).

- Manage critical queries and handle escalations as per customer/investor requirements.

Record Reconciliation and Reporting:

- Reconcile records regularly and update Head Office (HO) promptly, ensuring accuracy.

- Address queries from HO within 24 hours of receipt.

Transaction Accuracy:

- Process transactions with zero errors, ensuring compliance with operational standards.

Daily Interaction with CAMS:

- Collaborate with CAMS (Computer Age Management Services) daily to resolve operational issues and improve service delivery.

Product and Market Knowledge:

- Stay updated on various financial products such as Portfolio Management Services (PMS) and Alternative Investment Funds (AIF).

- Stay informed about market trends and conditions to provide informed advice to customers.

Key Skills and Requirements:

- Strong communication and interpersonal skills.

- Ability to handle customer complaints and resolve conflicts.

- Sound knowledge of financial products and market dynamics.

- Attention to detail and ability to work under pressure to meet deadlines.

- Compliance-oriented mindset with a focus on accuracy and regulatory requirements