Job Description

POSITION: Deputy Manager Customer Service
Reports to (Position): Manager Customer Service
Position Purpose:
Managing branch operations and customer service. Being the liaison to the RTA and Sales Team for the location / zone.
Principal Accountabilities :

• Perform branch operation functions such as receiving/ verifying applications and time stamping. Ensuring timely submission to local RTA branch and reporting of the same in AMC CRM.
• Dispatch of account statements, statutory disclosures, application forms, factsheets etc. to investors / distributors
• Provide prompt and accurate details of products / schemes to investors / distributors
• Attend to branch walk-in/ phone/ emails from investors / distributors. Ensure a good customer experience and effectively manage grievances / complaints
• Manage the admin function of the branch in terms of petty cash, vendor management, general coordination with admin function, etc.
• Support the sales team w.r.t. new product information, regulatory changes etc.
• Participate in IFA engagement program to activate dormant IFAs and mobilize business
• Manage the onboarding of investors through Video KYC platform of the AMC
• Provide feedback and suggestions on products / processes of peers and best practice sharing
• Demonstrate high levels of quality and compliance
• Share ideas and suggestions on process automation and improvement of productivity
• Liaison and coordination with AMC branches and CSOs across India
• Knowledge, Skills, Competencies, and Certifications

Minimum 2 years experience in branch operations for a Mutual Fund / AMC
Good knowledge of MS-Office applications especially MS-Excel
Familiarity with regulatory procedures, documentation and knowledge of KYC is required
NISM Series V - Mutual Funds Distributor Module certified
Certifications
NISM Series V - Mutual Funds Distributor Module certified
Competencies
Excellent Communication
Collaboration
Innovation & Continuous Improvement
Client centricity
Attributes

• Communicates with confidence - able to listen and convey information effectively
• Detail oriented
• Proactive, with high levels of motivation and energy

Preferred Industry Experience
Minimum 2years of experience in branch ops of an Asset Management Company / Mutual Fund