Zonal Head- Customer Service- Role - Wealth Management & Equity Client

Hipotz; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Hipotz in Bengaluru seeks a Team Leader Customer Service to head a team of executives serving wealth management and equity clients. The role focuses on timely query resolution, quality adherence, and high-performance client-centric service.

The ideal candidate has at least 2 years in a team handling role with exposure to wealth management, mutual funds, stock broking and PMS. MBA is preferred, and the incumbent will coordinate across operations and compliance to ensure regulatory adherence.

Qualifications

• Must have at least a graduate degree in any discipline.
• MBA preferred for advanced roles.

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 leadership

Customer service

Regulatory compliance

Quality audits

Process improvement

Stakeholder coordination

Education

Graduate

MBA preferred

Job description

Role Purpose:

The Team Leader Customer Service is responsible for leading a team of customer service executives to deliver exceptional service to wealth management & equity clients. The role ensures timely resolution of client queries, adherence to regulatory and quality standards, process efficiency and achievement of defined service levels while fostering a high-performance customer-centric culture.

Key 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.

Education:

• Graduate in any discipline
• MBA preferred

Experience:

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