Senior Manager - Operations

Sr. Manager - Operations

Customer Service and Customer Delight :

- Always prioritize the customer's experience.

- Be attentive, empathetic, and proactive in addressing their needs and concerns.

- Aim to exceed expectations to ensure customer delight, not just meet them.

Sales Responsibilities :

- Understand the market scenario and products well enough to provide informed advice to both distributors and walk-in customers.

- Be persuasive yet respectful of customer choices and preferences.

Compliance Guidelines :

- Ensure all applications and transactions adhere strictly to compliance guidelines.

- Time stamp applications promptly to meet regulatory requirements.

Query Resolution and Escalation Management :

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

- Handle critical queries promptly and manage escalations effectively to meet investor needs.

Record Reconciliation and Reporting :

- Maintain accurate records and update Head Office (HO) promptly on any queries or discrepancies.

- Ensure all transactions are processed error-free.

Interaction with CAMS :

- Communicate regularly with CAMS (Computer Age Management Services) to resolve issues promptly.

- Foster a collaborative relationship for efficient problem-solving.

Handling Irate Customers :

- Remain calm and composed in challenging situations.

- Listen actively to understand the customer's concerns and work towards a satisfactory resolution.

Product and Market Knowledge :

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

- Keep abreast of market trends and updates to provide relevant advice to customers.