Associate Vice President, Customer Service & Support

Epsilon Money Mart; India; On-site; INR 1,400,000 - 2,300,000; Full time

Job summary

Epsilon Money Mart is seeking an experienced professional to build and optimize the ecosystem for Sales Support & Customer Service across multiple asset classes with focus on Investment Products. You will coordinate operations, formulate regulatory-compliant processes, and mentor junior staff.

The role requires 8+ years in investments operations, experience across mutual funds and other investment products, and strong client management as well as communication and presentation skills.

Qualifications

• Graduate or MBA or equivalent.
• 8+ years of experience in Investments operations.
• Experience in both Mutual fund & Other investment products.
• Experience in team and stakeholder management.
• Strong client management, communication and presentation skills.

Responsibilities

• Branch Co-ordination and ownership of operations across all investment related products & Services offered by the Group.
• Formulating & Executing processes in line with regulatory requirements and best in class standards to help CS executives navigate the flow across all transactions, Queries, Exception handling, Escalations, Reportings, Regulatory compliances etc.
• Foster strong relationships with external (RTAs, Exchanges, AMCs, Payment Aggregators others) and internal stakeholders (Sales, Product, Finance Compliance) to ensure timely execution of tasks.
• Monitor and guide in day-to-day branch activities to ensure adherence to standard operating procedures and service quality benchmarks.
• Support branches during new product/process rollouts, ensuring proper communication, training, and documentation.
• Continually explore potential areas of improvisation to increase effectiveness efficiency.
• Guide and mentor junior branch support executives, allocating work and tracking productivity.
• Cultivate strong people skills within the team to optimize query resolution.
• Support in audits and compliance reviews by providing data, clarifications, and ensuring closure of audit points.
• Ensure compliance with legal and regulatory requirements in all transactions across all products
• Ensure adherence to company policies, processes, and best ethical standards.
• Ensure world class service and quick turnaround time in customer query resolutions.
• Personally manage or train CS for client servicing for Key Clients of the firm.

Skills

Client management

Communication

Presentation skills

Team management

Stakeholder management

Education

Graduate or MBA or equivalent

Job description

Role Summary

The incumbent of this role will be responsible for building, nurturing and optimizing the ecosystem for Sales Support & Customer Service across multiple asset classes with focus on Investment Products.

Key Responsibilities

• Branch Co-ordination and ownership of operations across all investment related products & Services offered by the Group.
• Formulating & Executing processes in line with regulatory requirements and best in class standards to help CS executives navigate the flow across all transactions, Queries, Exception handling, Escalations, Reportings, Regulatory compliances etc.
• Foster strong relationships with external (RTAs, Exchanges, AMCs, Payment Aggregators others) and internal stakeholders (Sales, Product, Finance Compliance) to ensure timely execution of tasks.
• Monitor and guide in day-to-day branch activities to ensure adherence to standard operating procedures and service quality benchmarks.
• Support branches during new product/process rollouts, ensuring proper communication, training, and documentation.
• Continually explore potential areas of improvisation to increase effectiveness efficiency.
• Guide and mentor junior branch support executives, allocating work and tracking productivity.
• Cultivate strong people skills within the team to optimize query resolution.
• Support in audits and compliance reviews by providing data, clarifications, and ensuring closure of audit points.
• Ensure compliance with legal and regulatory requirements in all transactions across all products
• Ensure adherence to company policies, processes, and best ethical standards.
• Ensure world class service and quick turnaround time in customer query resolutions.
• Personally manage or train CS for client servicing for Key Clients of the firm.

Preferred candidate profile

• Graduate or MBA or equivalent
• 8 + years of experience in Investments operations.
• Experience in both Mutual fund & Other investment products is required.
• Must have experience in team and stakeholder management.
• Strong client management, communication and presentation skills. .