Job Description

- Effective management of Investor Service Centres (ISCs) of RTA and AMC branches, building relationships with TG as outlines below, overseeing call centre operations/ calling both at the AMC and RTA, and implementing service-related initiatives to build efficiency & TG satisfaction.

- Target group (external) for the IRO will be investors/ IFAs/ Distributors/ any other partners as well as AMFI/ SEBI/ any other regulatory requirements

- IRO will be responsible for management of calls, walk-ins, letters and email queries/ grievances/ complaints and resolving any issues from the onboarding to cessation of the relation with TG and regulatory bodies. The IRO will take effectively manage branch operations.

- The IRO will be de facto Grievance Redressal Officer and will be solely responsible for escalation & resolution of complaints, responses and MIS etc.

- Target group (internal) - the IRO will need to liaise with all stakeholders including but not limited to the Operations, Fund Management, Fund Accounting, Compliance, Risk and Secretarial teams as well as the RTA

- Develop relationships with both external & internal TGs including by arranging IAPs/ distributor meets at regular intervals and ensuring adequate, accurate, appropriate and regular communication - physical, social media and print etc, as necessary

- Help streamline the onboarding process for investors, IFAs/ distributors, channel partners etc.

- Assist with preparation of monthly and quarterly fund fact sheets, commentaries and presentation materials for a range of products and TGs

- Responsible for ensuring all external communications accurately reflect the brand messaging and are fully compliant, and duly approved by the compliance teams

- Working closely with the marketing team on the production of materials for sales and marketing efforts, including new fund launches, events and campaigns

- Propose and develop department-wide operational improvements, especially in forms, formats and handling of queries and complaints, in consultation with the other stakeholders

- Build a team of dedicated and customer excellence driven individuals as the AMC grows

Requirements:

- 10-12 years of experience in Mutual Fund industry with at least 8 years in investor servicing.

- Strong, hands-on experience in handling of grievances, building & maintaining relationships

- Good presentation, writing & oral communication skills. Ability to work in a fast-paced environment. Strong understanding of MF investor relations and related rules and regulations

- Ability to independently handle TGs and take decisions that are timely, correct and resolve the issue at hand. Ability to analyze data and trends on complaints, transactions etc. is a must.

- While the minimum qualification is Graduation, MBA/ Qualifications in Communication, Copy Editing, Grievance Handling or any such certification would be preferred

- NISM V-A certified before joining. If not already certified the IRO will need to qualify within 15
days of joining, as this is a pre-condition for assuming responsibilities as above.

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