Zonal Head - Operations - Mutual Fund Firm

We have 1 very urgent position in one of reputed mutual fund organization across the following location --

LOCATION - Kolkata

OFFERED CTC - negotiable + incentives ; depending upon current CTC and experience.

POSITION - Zonal Head - Operations

REPORTEEs : Team of 16 approx

JOB DESCRIPTION :

This role is responsible for managing and implementing a seamless and robust branch operations & customer service framework across the zone in order to build scalability, business continuity and operating efficiency.

Branch Operations Management

Oversees the execution of operational & customer service processes to deliver best in class customer experience

Ensures business decisions for expansion in terms of number of branches, franchisees, vendors, etc are operationally implemented for smooth functioning.

Leads the conceptualization, design and implementation of processes and SOPs to ensure error free and seamless transaction processing

Identifies opportunities for automation of manual processes across branches to bring in efficiencies. Works with relevant teams to implement the same after obtaining relevant buy in from key stakeholders

Monitors and reviews process SLAs, TATs and quality metrics

Conducts internal reviews to study variances on existing and standard process and variances across locations/ zones

Ensures there are no regulatory deviations in transaction processing in the branches

Ensure internal compliance & statutory audit observations are NIL

Ensures business continuity planning for branch operations in line with the business continuity plan of the organization

Drives value added areas such as Investor Education on alternate platforms / SMS transactions through the branch network

Acts as point of escalation on exceptions. Works with team and relevant stakeholders to resolve exceptions in an effective manner.

Escalates suspicious transactions/ fraudulent activities to internal compliance and risk and investigates the matter in conjunction with the compliance team

Ensures confidentiality of investor data is maintained and criticality of the same is understood by all branch operations personnel

Ensures back-up of key processes to avoid any discontinuity in day to day transactions

Monitors branch operating costs and ensures reductions where possible

Customer Service Management

Ensures customer relations across branches are carried out in keeping with internal standards and operating procedures

Monitors the quality of customer interactions at branches and defined quality standards for the same depending on the type of transaction [ query/ Complaint/ Subscription etc]

Decides on the course of action for exceptional customer requirements within regulatory and internal compliance guidelines

Ensures team is trained on handling walk in customers at the branches and team is aware of how to route the customer internally for further requirements

Process Training & Knowledge Management

Identifies functional training needs and skill building requirements with regard to operations processes for the team

Monitors, reviews and evaluates training initiatives

Ensures the branch manuals are regularly upgraded to reflect the latest process flows and procedures

Oversees Knowledge Management initiatives such as documentation of procedures, policies and guidelines as well as dissemination of the same

Conducts regular training& development programs for Zone Managers to upgrade their knowledge and skills on aspects such as

1. Recruitment of quality manpower

2. Setting goals and reviewing deliverables of their teams

3. Attrition Management

People Management

Oversees on-boarding, capability development and retention of team members to drive productivity

Sets performance standards and drives timely and accurate outcomes across processes through the team

Ensures optimal work allocation and drives accountability for results

INDUSTRY PREFERENCE - MUTUAL FUND, AMC only working as a zonal head . Candidates willing to relocate are welcome .

Please ignore in case you are not interested OR not applicable. However, please refer your best performing friends and colleagues ( if they are relevant profiles).

HURRY!! INTERVIEWS TO HAPPEN SOON!

Write ' Zonal Head - Operations .... Kolkata ' in the subject line. Please mention your current CTC and Current LOCATION as well and your preferred location of application and reason ( for candidates who want to relocate ). We will forward your cv to the client for quick processing after a mutual discussion.

TCPL