Team Leader

Hipotz; Pune District, Bengaluru, Delhi; On-site; INR 600,000 - 800,000; Full time

Job summary

Hipotz in Pune District, Maharashtra, is seeking a proactive Team Lead to manage a cohort of Customer Service Executives, mentor them, and drive performance. You will ensure prompt, accurate resolution of customer queries, handle escalated complaints, monitor TAT and service quality, and ensure strict SLA adherence.

The role requires coordinating with Operations, Relationship Managers, Compliance and Technology teams to protect client experience while ensuring regulatory compliance (SEBI, AMFI,

Qualifications

• Minimum 2 years in a team handling role.
• Must have experience in Wealth Management, Mutual Funds, Stock Broking and PMS.

Responsibilities

• Lead, mentor and motivate a team of Customer Service Executives.
• Ensure prompt and accurate resolution of customer queries.
• Handle escalated client complaints and critical issues.
• Monitor turnaround time (TAT) and service quality.
• Ensure adherence to Service Level Agreements (SLAs).
• Improve overall client experience and satisfaction.
• Ensure compliance with regulatory requirements (SEBI, AMFI, RBI, PMLA, FATCA, CKYC etc., as applicable).
• Conduct quality audits.
• Identify process improvement opportunities.
• Coordinate with Operations, Relationship Managers, Compliance and Technology teams.
• Resolve complex client issues.
• Coordinate with internal stakeholders for quick resolution.
• Maintain escalation logs.
• Ensure timely closure of complaints.

Skills

Team management

Leadership

People management

Job description

Role & responsibilities

Lead, mentor and motivate a team of Customer Service Executives.

Ensure prompt and accurate resolution of customer queries.

Handle escalated client complaints and critical issues.

Monitor turnaround time (TAT) and service quality.

Ensure adherence to Service Level Agreements (SLAs).

Improve overall client experience and satisfaction.

Ensure compliance with regulatory requirements (SEBI, AMFI, RBI, PMLA, FATCA, CKYC etc., as applicable).

Conduct quality audits.

Identify process improvement opportunities.

Coordinate with Operations, Relationship Managers, Compliance and Technology teams.

Resolve complex client issues.

Coordinate with internal stakeholders for quick resolution.

Maintain escalation logs.

Ensure timely closure of complaints.

Preferred candidate profile

Minimum 2 years in a team handling role

Must have experience in Wealth Management, Mutual Funds, Stock Broking and PMS.