Job Role : Assistant Manager - Client Servicing, Research & Strategy*

MCXCCL; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

MCX is seeking an Assistant Manager to lead Client Servicing, Research and Strategy. The role involves strategizing customer service aligned with SEBI regulations, guiding a service team, and shaping research initiatives to improve satisfaction and efficiency.

You will conduct surveys, analyze feedback, and present actionable insights to senior management, while collaborating with compliance and risk teams to address customer concerns and drive process improvements.

Qualifications

• Experience in leading customer service teams or similar roles.
• Strong analytical and reporting abilities.
• Familiarity with SEBI regulations or financial market compliance.

Responsibilities

• Develop and implement customer service strategies in alignment with SEBI regulations.
• Lead the customer service team to ensure high-quality service delivery in-line with regulatory standards.
• Conduct market research to identify customer needs, preferences, and emerging trends.
• Develop strategic initiatives to enhance customer satisfaction and operational efficiency.
• Collaborate with other departments to align customer service strategies with organizational objectives.
• Design and implement formal customer satisfaction surveys and analyze results.
• Monitor complaint trends and address escalated grievances with timely actions.
• Oversee reporting on customer service performance to senior management and regulatory bodies.
• Coordinate with compliance and risk management to address customer concerns.
• Identify areas for improvement in customer service processes and leverage technology.

Skills

Customer service leadership

Market research

Data analysis

Stakeholder management

Regulatory compliance

Job description

You cannot push anyone up the Ladder unless the person is willing to Climb. At MCX we sharpen your career growth path for you to Excel.

Assistant Manager - Client Servicing, Research & Strategy*

4 - 4

Job Responsibilities

Key Responsibilities:

Strategic Leadership:

• Develop and implement customer service strategies in alignment with SEBI regulations and organizational goals.
• Lead the customer service team to ensure high-quality service delivery in-line with compliance with regulatory standards.

Research & Strategy:

• Conduct market research to identify customer needs, preferences, and emerging trends.
• Develop strategic initiatives to enhance customer satisfaction and operational efficiency.
• Collaborate with other departments to align customer service strategies with organizational objectives.

Customer Satisfaction Surveys:

• Design and implement formal customer satisfaction surveys to gather actionable insights.
• Analyze survey results to identify areas for improvement and develop targeted strategies.
• Present findings and recommendations to senior management.

Complaint Tracking and Analysis:

• Manage robust systems for tracking member complaints and resolutions.
• Monitor complaint trends and implement corrective actions to address recurring issues.
• Ensure timely and effective resolution of escalated grievances.

Team Management

• Supervise and mentor the customer service team.
• Conduct regular training sessions to ensure the team is updated on SEBI regulations and best practices.

Data Analysis and Reporting:

• Oversee the maintenance of detailed records of customer interactions.
• Prepare and present reports on customer service performance to senior management and regulatory bodies.

Stakeholder Engagement:

• Collaborate with internal departments, such as compliance and risk management, to address customer concerns.

Process Improvement:

• Identify areas for improvement in customer service processes and implement innovative solutions.
• Leverage technology to enhance service delivery.