Job Purpose Job Purpose: To manage customer interactions across all business segments, within the laid down SOPs and regulatory guidelines. The job requires prompt and efficient resolution and redressal of investor’s grievances and queries resulting in to a uniform and best in class service experience to all external as well as internal stake holders. The job also entails actively engaging with investors who are exiting, with an intention of retaining or winning back investors. Job Context & Major Challenges Job Context: Job Context - The job involves effective handling of investors and distributors interactions of varied nature. Both Mumbai -IH & Delhi are two of the largest branches of the company. On a day on day basis these branches handle an average of 250-300 transactions having a collective value of approx. Rs. 5,000 – 5,500 crores. These two branches also handle the biggest chunk of institutional investors. Together these two branches support a business size which caters to 32% of the overall investor base and around 67% of the overall AUM. Around 30% of the pan India distributors (which include IFAs, National Distributors & Banks) are being supported from these 2 locations. This team supports a sales team of 30 – 35 persons. Mumbai - IH Delhi % compared to pan India Investor Base 543,000 137,000 32.38% AUM 38,674 9,949 67.53% Distributor Base 6,936 1,524 29.13% Owing to the large volumes and the investor base which forms a large share of Institutional transactions, the criticality of the interactions handled by these 2 branches are high, ranging from a simple query to a complicated issue faced by an Institutional investor. On a day on day basis the job requires to handle around 45- 50 such interactions. The job has to ensure that these interactions are handled with utmost sensitivity. An important and challenging part of the job is to engage with those set of investors who are seen to be exiting the fund and in case of SIPs whose tenure is approaching completion, and the volumes per branch ranges around 200-250 a month. The intention of this engagement being to understand the reason of exit, attempting to address dissatisfaction if any and retain or win back these investors. The job attains significant importance in view of the service experience felt by the investor, which could determine Along with retail customers, these branches handle the maximum number of Institutional customers at a PAN India level. Mumbai IH & Delhi handle the largest chunk of this category of investors. Around 2000 institutional customers with an AUM of close to 27,000 crores are being handled by Mumbai – IH while Delhi has Corporate investors with an AUM of close to Rs. 6000 cores. Together this accounts for nearly 56% of the pan India Institutional folios and around 77% of the value. The job requires a lot of swiftness & sensitivity towards the urgent requirements of these clients and resolves issues and caters to requirements in a shorter Turnaround time. Key challenges Uniformly and effectively handling grievance received from various channels. Displaying exceptional soft skill while handling irate investors/distributors. Expectation management of internal and external stake holders. Rigorous follow up with Investors with a view of Timely resolution of issues where there is a dependency on third parties. Supporting multiple Business segments with varied requirements and complexities Keeping oneself updated on product, process and regulatory developments. Maintaining a very efficient TAT for Institutional investors & Portfolio Management Clients for whom the response time is very short and thus providing a best in class service Key Result Areas KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters) KRA1 Service Quality management 1. To effectively and efficiently manage customers requirement and issues received through calls, walk-ins, snail mail & email for Retail & Portfolio Management Service as per laid down SOP & within the regulatory guidelines Identification and categorisation of client and distributor interactions in CRM application (Talisma) for all business areas. Tracking and follow up with RTA, unit admin team and HO team as per escalation matrix for timely closure of interactions Timely Communication of resolution to investor within the specified Turnaround time KRA2 5. Provide priority service to Institutional Clients and other PMS High Net worth individuals by End to end interaction handling and intense follow up of cases and timely resolution. Liase with internal and external customers to understand and deliver client expectations as and when required. Accept & scrutinize PMS purchase applications. Follow up for all pending documents with the Relationship Manager in case of anything pending. KRA3 Business Retention Management 1. Transaction Rejection Outcalls to distributors/ investors / information to RMs for existing clients and SIP expiry /cancellations To engage effectively with such clients to understand the reason of exit, attempting to address dissatisfaction if any and retain or win back these investors KRA4 Compliance and Regulatory adherence Risk Mitigation 1. Implementation and compliance of regulatory changes as per HO guidelines Ensure due diligence is applied to requests / issues – failure of which may lead to financial risks for AMC.-COB-KYC / IPV-Redemption Queries-RUD Queries-Frauds-Regulatory complaints Ensuring Proper verification process is followed while providing financial details to avoid any misuse. Ensuring that Investor details are being provided to correct IFA with correct ARN Code. Ensuring data transmission only to registered contact details. KRA5 Creating Value for Customer & Distributor 1. Educating and encouraging features made available to clients/distributors as a part of convenience in transacting/gathering information. Engaging with the clients/distributors to educate features available on website, IVR, Call centre, Mobile investment manager etc. which creates convenience and faster mode of processing/servicing. Educate & ensure capturing of email id and complete and accurate bank account details to ensure and facilitate electronic mode of communication & bank account credit (Viz. SMS, Direct/electronic credit)