Senior Manager - Customer Support - Distribution Channel Sales

PPFAS Mutual Fund; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

PPFAS Mutual Fund is seeking a proactive Team Lead to supervise CSOs across the South region, ensuring timely handling of queries, transactions, and documentation. You will coordinate with internal teams and external partners to maintain service quality and compliance.

The ideal candidate will have graduate or post-graduate qualifications with strong knowledge of MF processes, KYC/AML, and CRM tools, and be capable of training the team and driving performance metrics.

Qualifications

• Strong understanding of mutual fund processes.
• Knowledge of KYC/AML and client servicing workflows.
• Experience in handling escalations and team coordination.

Responsibilities

• Lead a team of CSOs across the South region and support escalations.
• Respond to investor and distributor queries on schemes, NAVs, holdings, transactions, statements, and tax docs via calls, emails, and walk-ins.
• Resolve complaints within agreed TATs, coordinate with RTA, internal ops, and AMCs, ensuring proper closure.

Skills

MF Process

R&T

CRM systems

Education

Any Graduate / Post Graduate

Tools

CRM software

Job description

Job Responsibilities

• Handling a Team of CSOs across South and supporting them for escalations.
• Handle investor and distributor queries on schemes, NAVs, portfolio holdings, transactions, statements, and tax-related documents through calls, emails, and walk‑ins (For select Premium relationships).
• Resolve complaints and escalations within TATs, coordinate with RTA, internal operations, and AMCs, and ensure proper documentation and closure.
• Assist with transaction processing: application form checking, KYC/PAN/FATCA verification, bank mandate checks, and coordinating for corrections or rejections.
• Conduct periodic review and training of team.
• Prepare daily/weekly dashboards on queries, TAT, complaints, redemptions, SIP registrations, sales pipeline, and conversion ratios.
• Use CRM systems to log interactions, update contact details, track follow‑ups, and maintain a clear service history for each client/partner.
• Coordinate with internal teams (CSOs, HODs, ops, IT, compliance, marketing) for system issues, campaign rollouts, changes in forms/processes, and new product launches.

• Handling a Team of CSOs across South and supporting them for escalations.
• Handle investor and distributor queries on schemes, NAVs, portfolio holdings, transactions, statements, and tax-related documents through calls, emails, and walk‑ins (For select Premium relationships).
• Resolve complaints and escalations within TATs, coordinate with RTA, internal operations, and AMCs, and ensure proper documentation and closure.
• Assist with transaction processing: application form checking, KYC/PAN/FATCA verification, bank mandate checks, and coordinating for corrections or rejections.
• Conduct periodic review and training of team.
• Prepare daily/weekly dashboards on queries, TAT, complaints, redemptions, SIP registrations, sales pipeline, and conversion ratios.
• Use CRM systems to log interactions, update contact details, track follow‑ups, and maintain a clear service history for each client/partner.
• Coordinate with internal teams (CSOs, HODs, ops, IT, compliance, marketing) for system issues, campaign rollouts, changes in forms/processes, and new product launches.

Skills & Knowledge :

Good understanding and working knowledge of MF Process, R&T, platforms etc.

Qualification:

Any Graduate / Post Graduate , Knowledge of Local Language Kannada is preferred.

Additional Certifications:

NISM VA