Service Support Manager

Forward; New Delhi; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Forward in Delhi seeks a Service Support professional to provide administrative and operational support to the Business Development team. You will manage databases, respond to client inquiries, coordinate meetings, and prepare reports to aid sales activities.

The role requires strong communication, process design, and cross-functional collaboration to ensure smooth operations and high-quality client service in a fast-paced environment.

Qualifications

• Graduate with 8-10 years of experience in PMS / Mutual Funds / Banks / Custodial Services.
• Experience in service delivery and client onboarding preferred.
• Strong communication and liaison skills.

Responsibilities

• Design and maintain efficient processes for DRM/RM and HO coordination.
• Bridge between customer experience, Ops and Business Development teams.
• Manage high-volume workflow with efficiency.
• Ensure adoption of new technology by DRM in the zone.
• Drive continuous process improvements and digitization of repeat activities.
• Train internal and external stakeholders on digitized processes / new services.
• Document end-to-end processes for channel partners and accounts.
• Coordinate with channel partners for discrepancy resolution and faster TAT.
• Communicate funding details to partners and manage CRM status updates.
• Prepare and maintain MIS reports for the zone.

Skills

People skills

Networking skills

Excellent communication skills

Interpersonal skills

Education

Graduate

Tools

CRM systems

Job description

Service Support

Function: Customer Service & Ops

Reporting to:

Location:

Head-Customer Experience & Onboarding

Delhi

Job Purpose

This job provides administrative and operational support to the Business Development team. This includes managing databases, responding to client inquiries, coordinating client meetings, preparing reports, supporting the sales team, and conducting research. The role plays a critical role in ensuring the smooth and efficient operation of the Business development team and in providing high-quality service to clients.

Key Roles & Responsibilities

• Managing Service Delivery for the zone by way of designing and maintaining efficient processes for DRM/RM and HO coordination
• Act as a bridge between the customer experience, Ops team and the Business development team
• Manage High Volume flow of business with efficiency.
• Ensure successful adoption of new technology by DRM in the zone.
• Responsible for continuous process Improvements and digitization of repeat activities
• Responsible for Training for internal and external stake holders on digitized processes / New Services
• Responsible for end-to-end documentation for channel partners in case of individuals, non-resident, and institutional clients
• Liaise with the channel partners for discrepancy resolution and faster TAT for account opening.
• Manage Intimation of Funding Details to Partners RTGS / Bank Transfers
• Effectively use the CRM systems to track the status of transactions and ensure timely funding and activation of accounts.
• Responsible for preparing and maintaining various MISs for the zone

Additional Skills Required

• People skills
• Networking skills
• Excellent communication skills
• Good Interpersonal skills to collaborate with different teams within the Business

Minimum Qualification

• Number of years of experience
• Experience
• Graduate
• 8-10 years
• Similar role in in PMS / Mutual Funds / Banks / Custodial Services
• (Specific to any organization)