We are seeking an experienced Sales & Support Manager from the stock broking industry who can lead and manage the account opening and customer support team. Having strong leadership skills, in-depth knowledge of brokerage operations, and the ability to implement new processes to improve efficiency, quality, and compliance. The role also involves training and mentoring the team to ensure adherence to correct processes and service standards.
Key Responsibilities
Sales Operations
Oversee end-to-end account opening processes (online & offline) including KYC, RE -KYC, documentation, and activation and Onboarding.
Ensure compliance with SEBI, NSE, BSE, CDSL regulations and internal SOPs.
Monitor turnaround time (TAT) and reduce rejections through process improvements.
Coordinate with compliance and tech teams to resolve account opening issues.
Customer Support & Service Management
Manage day-to-day customer support operations related to onboarding, account modifications, and service requests.
Ensure timely resolution of client queries and escalations with high service quality.
Track support metrics such as SLA, resolution time, and customer satisfaction.
Resolve Customer queries and disputes if required.
Team Leadership & People Management
Lead, motivate, and manage a team of account opening executives and support staff.
Conduct regular training sessions on correct processes, regulatory updates, and quality standards.
Set clear KPIs and performance expectations for team members.
Handle escalations, coaching, and performance improvement plans (PIP) where required.
Process Improvement & Quality Control
Identify gaps in existing processes and implement new workflows to improve efficiency and accuracy.
Develop and update Standard Operating Procedures (SOPs).
Implement quality checks and audits to ensure zero regulatory lapses.
Drive automation and system enhancements in coordination with IT/product teams.
Required Skills & Competencies
Strong understanding of stock broking operations and regulations.
Excellent leadership and team management skills.
Ability to design, implement, and optimize processes.
Strong problem-solving and decision-making abilities.
Good communication and stakeholder management skills.
Hands-on experience with back-office systems, CRM, and onboarding platforms.
Qualifications
Graduate/Postgraduate in Commerce, Finance, Business Administration, or related field.
Certifications related to stock markets or compliance will be an added advantage.
Experience
5-8 years of experience in the stock broking industry.
Minimum 2-3 years in a managerial or team-lead role handling account opening and/or support operations.
Preferred Candidate Profile
Experience working with high-volume onboarding environments.
Proven track record of process improvement and quality enhancement.
Ability to train teams on the right process-first approach.
Strong compliance-oriented mindset with customer-centric thinking.
Job Type: Full-time
Pay: ₹50,000.00 - ₹100,000.00 per month
Benefits:
Health insurance
Provident Fund
Work Location: In person
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