Zonal Manager - Operations - Asset Management

Job Specification

A. Position Details

Position Title: Zonal Manager - Operations

Grade: Manager / Senior Manager

Department: Retail Sales

Sub-Department: Branch Service Operations

Immediate Supervisor's Position Title: Zonal Business Head - Retail Sales

B. Demographics

Education Background Graduation (Mandatory) with Post Graduation (preferred)

Work Experience Min 3 yrs of Operational experience for a region/large area with an AMC and Approx. 6-9 years of Overall experience in Operations

C. Key Accountabilities

1. Provide High Quality Customer Service and ensuring customer delight

2. Takes care irate & high profile customers on one-on-one basis

3. Service Queries to be resolved within TAT, critical query management & managing escalations as per the investor need

4. Authorising NRI letters, authorisation of forced transactions, issuance of unit balance confirmation letters to investors

5. Provide high Quality distributor servicing and meeting critical distributors for all the transactions

6. Ensure that the distributors are aware on the Operations Processes

7. Responsible for Vendor Management like meeting Banks & CAMS

8. Monitor CAMS Branch for Service delivery as per our SLA

9. Adherence to the code of conduct, statutory, compliance & internal audit requirement

10. Ensure all the processed redemptions are paid out within the SEBI stipulated timelines

11. Responsible for process Improvements and Cost Control by enhancing operating Efficiency

12. Responsible for driving all the corporate Initiatives successfully

13. Ensure that there is no Financial loss to the Organisation on account of Transaction processing in the Zone

14. Responsible for Cross selling of the products and retention of the customers

15. Branch Visit and adherence to Standard operating procedures across branches

16. Ensure error free and timely processing of the Transactions

17. Responsible for managing the team with in-depth understanding of the training and developing needs as per their capabilities

18. Analysing the service requests received for the zone from Pivotal CRM

19. Facilitating and providing solutions to exceptions within the gamut of regulatory framework

20. Assessing the manning requirement of the zone and getting requisite approvals for the same

21. Random check on data entry to avoid any miss/delays

22. Provide Sales MIS to the zonal head/sales team as per their requirement

23. Responsible for hr/admin/IT coordination where-ever the team respresentative is not present

24. Driving PMS operations smoothly,along with completion of PMS Projects

25. Providing OPS training to Sales person on regular basis and update about the new changes

26. Handling Legal cases of the Zone, Co-ordinating with Advocate and Compliance team at CO