Client Messaging & WhatsApp Lead

Amicorp Group; Bengaluru; On-site; INR 3,000,000 - 4,200,000; Full time

Job summary

Amicorp Group is launching WhatsApp as a direct line to over 1,000 clients. You will own the channel end to end—from strategy and rollout to operations and compliance—working with Client Service, Sales, Compliance, IT and Marketing to deliver fast, secure conversations.

You’ll shape playbooks, templates, and governance while improving client experiences across languages and time zones. The role emphasizes designing automated flows, maintaining high standards, and coordinating campaigns with

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, Information Systems or a related field.
• 5–8 years in client service operations, CRM, digital communications or conversational messaging.
• Hands-on experience with the WhatsApp Business Platform (API) and template management.
• Experience setting up service operating models: routing, response times, escalation processes.

Responsibilities

• Define and own the WhatsApp channel strategy and goals.
• Write and maintain the WhatsApp playbook, including tone and escalation rules.
• Roll out the channel in phases and scale based on results.
• Design service journeys on WhatsApp, including reminders and notifications.
• Monitor conversation quality and drive improvements with teams.
• Coordinate WhatsApp campaigns with other digital channels.
• Design automated flows and chatbot journeys with clear handovers.
• Ensure data protection, consent, and regulatory compliance.

Skills

CRM integration

Chatbot design

Stakeholder management

Written communication

Education

Bachelor’s degree in Business/Communications/Marketing/IS or related field

Tools

WhatsApp Business Platform (API)

Twilio

Infobip

Salesforce Service Cloud

Job description

Amicorp Group is an independent global provider of corporate management, fiduciary, fund administration and financial markets services. Since 1992, we have helped entrepreneurs, families, investment managers, corporations and financial institutions simplify operations, stay compliant and protect and grow their assets. With offices across multiple jurisdictions worldwide, we combine local expertise with global reach.

The Opportunity

Amicorp is launching WhatsApp as a direct communication channel with more than 1,000 clients. It will carry both client service conversations, such as reminders, document requests and questions about clients’ entities, funds and trusts, and marketing communications, such as regulatory updates, event invitations and service news.

The Client Messaging & WhatsApp Lead will own this channel end to end. You will design how it works, run it day to day, and make sure every conversation is fast, helpful, secure and compliant. You will work closely with Client Service teams, the sales offices, Compliance, IT and Marketing to turn WhatsApp into a trusted, convenient way for clients to deal with Amicorp, while protecting the confidentiality our clients rely on.

What You’ll Work On

• Define and own the WhatsApp channel strategy, including the use cases it supports, the client segments it serves and the goals it must achieve.
• Write and maintain the WhatsApp playbook: what can and cannot be handled on the channel, tone of voice, response standards, escalation rules and when a conversation must move to another channel.
• Roll out the channel in phases, starting with a pilot group of clients and offices, and scale based on results.

Client Service Operations

• Set up and run the operating model for inbound conversations, including triage, routing rules to the right client service team in each office, response-time targets and escalation paths.
• Manage the shared inbox or agent workspace and ensure conversations are picked up, answered and closed on time, across time zones and languages.
• Design service journeys delivered through WhatsApp, such as compliance and KYC refresh reminders, filing and renewal deadlines, invoice notifications, document requests via secure links, and status updates.
• Monitor conversation quality and resolve recurring issues with Client Service and Operations teams.

Marketing Communications

• Plan and send marketing messages, such as regulatory and market updates, event and webinar invitations, and service news, in line with the marketing calendar managed by the Senior Marketing Project Specialist, MarCom.
• Segment audiences by client type, service line, jurisdiction and language, and manage message frequency so the channel stays useful rather than intrusive.
• Create and maintain approved message templates, and manage template approval with Meta.
• Coordinate WhatsApp campaigns with email and other digital channels, working with the Senior Marketing Specialist, Digital.

Automation & AI

• Design automated flows and chatbot journeys for common requests and FAQs, with a clear, fast handover to a person when needed.
• Evaluate and introduce AI-assisted features, such as suggested replies, conversation summaries and language translation, with human review and clear guardrails.
• Continuously improve flows based on conversation data and client feedback.

Compliance, Security & Data Protection

• Work with Compliance, Legal and Information Security to define and enforce the rules for the channel, including:
• Recording client opt-in and opt-out consent, and honoring preferences at all times.
• Archiving and retaining all client messages in line with regulatory and record-keeping requirements in each jurisdiction.
• Verifying client identity before discussing account-specific matters.
• Keeping confidential documents and sensitive data off the chat itself, using secure portals or links instead.
• Protect clients against fraud and impersonation, including use of a verified business account, clear guidance to clients on how Amicorp will and will not contact them, and fast response to suspicious activity.
• Ensure compliance with Meta’s WhatsApp Business policies and with data protection rules such as GDPR, including data residency and transfer requirements.
• Route marketing messages through the marketing approval workflow managed by MarCom.
• Select and manage the WhatsApp Business Solution Provider and related tools, working with IT, Procurement and the Web Development & MarTech Lead.
• Ensure the platform integrates with the CRM so conversations, consent and client history are visible to the right teams.
• Manage user access, roles and permissions for everyone using the channel.

Training & Enablement

• Train client service staff, the sales offices and regional teams on using the channel, the playbook and compliance rules.
• Act as the go-to expert for questions about WhatsApp across the Group.

Performance & Insights

• Define and report on channel performance, including delivery and read rates, response and resolution times, opt-out rates, campaign engagement and client satisfaction.
• Share conversation insights, such as common questions, pain points and feedback, with the Senior Manager, Digital Insights & Analytics as part of the Voice of the Client program.
• Recommend improvements to service processes and content based on what clients ask for.

How This Role Fits the Team

• Senior Manager, Digital Insights & Analytics owns client experience measurement and Voice of the Client. This role feeds WhatsApp satisfaction scores and conversation insights into that program.
• Client Service teams handle substantive client matters. This role routes conversations to them and sets the standards they work to on the channel.
• Integrated Content Strategist sets messaging themes. This role adapts them to short, conversational WhatsApp formats.
• Senior Marketing Project Specialist, MarCom manages the marketing calendar and approvals. This role sends WhatsApp campaigns through that process.
• Senior Marketing Specialist, Digital runs other digital channels. This role coordinates WhatsApp with them so clients receive a consistent experience.
• Web Development & MarTech Lead supports the technical integration of the WhatsApp platform with the CRM and marketing systems.
• AI Video & Media Lead can supply short video and audio content for use in WhatsApp messages.
• Senior Graphic Designer provides images and graphics for WhatsApp messages, in line with the brand guidelines.
• Global Events Lead owns the events program. This role sends event invitations, reminders and follow-ups to clients on WhatsApp.
• Market Intelligence Lead provides regulatory and market updates that this role can share quickly with clients on WhatsApp.
• Senior Technical Content Writer helps write and review message templates and regulatory updates for WhatsApp.
• Web & Design Technical Specialist produces images for WhatsApp messages.
• Sales Operations & Office Liaison Lead owns the CRM that WhatsApp conversations and consent connect to.
• Head of Digital Business Development leads the digital growth team this role belongs to, and sets its targets and budget.
• Head of Client Experience [to be confirmed] has a dotted line to this role for client service conversations, including service standards and escalations.

Education and Experience You’ll Bring

• Bachelor’s degree in Business, Communications, Marketing, Information Systems or a related field.
• 5–8 years of experience in client service operations, CRM, digital communications or conversational messaging, including at least 2 years running a messaging channel such as WhatsApp Business at scale.
• Hands‑on experience with the WhatsApp Business Platform (API), including template management, opt‑in rules and automation.
• Experience setting up service operating models, such as routing, response‑time targets and escalation processes.
• Experience in financial services, banking, wealth management, fund administration or another regulated industry strongly preferred.
• Experience coordinating teams across offices or leading a small team.

Skills & Tools

• Experience with messaging and service platforms such as Twilio, Infobip, 360dialog, Respond.io, Zendesk, Sprinklr or Salesforce Service Cloud.
• Experience with CRM systems (e.g. Salesforce, Microsoft Dynamics or HubSpot) and their integration with messaging tools.
• Experience designing chatbot and automated conversation flows.
• Solid understanding of data protection, consent and record‑keeping requirements for client communications.
• Excellent written communication skills, with the ability to write short, clear and professional messages.
• Strong organizational and problem‑solving skills, and the ability to stay calm and responsive in a fast‑paced environment.
• Additional languages are a strong plus [adjust to the hiring office and client base].

Additional Information

• This is an onsite role based in Mumbai or Bangalore. It is not a remote opportunity.
• Some flexibility in working hours may be needed to support clients across time zones.
• The role requires daily monitoring and occasional fast responses to major developments outside normal hours.