Assistant Manager - CRM - Capital Markets

Purpose of the role:

To support the CRM (Client Relationship Management) function in being the single point of contact for handling all customer queries, coordinating client trainings. Support in acquisition of new clients and Business Development, cross sell to existing clients.

Key Responsibilities:

Client Servicing:

- Provide necessary assistance to clients (depending on type of query) as per defined process and checklist.

- Coordinate with internal departments to provide suitable responses to client queries and

- Track, monitor and escalate client issues in a timely manner to enhance customer experience

- Access query management system to support and solve issues logged/highlighted by customers.

Business Development /Cross sell:

- Meet prescribed number of representatives/authorized personnel of member organizations each day to ensure sales targets are met and/ or relationships are maintained.

- Work towards addressing existing as well as upcoming bottlenecks (E.g. Technological gaps, product gaps or process gaps) by providing additional support and handling operational detail to enhance customer satisfaction.

- Assist clients with operational setup (e.g. Telecom line leasing) by coordinating with different internal departments to ensure a rich customer experience.

Client Acquisition:

- Coordinate, support and assist with setting up road shows, seminars and or presentations for disseminating information to relevant customers.

Client Training:

- Coordinate client training requests and forward to marketing department for delivery purposes.

- Collect, collate and submit all feedback forms and data to the marketing department for further analysis so as to enhance the effectiveness of product/service delivery mechanism.

- Coordinate and offer one on one training wherever needed to improve product/service experience.

Performance Measures:

Financial measures - Achievement of cross-sales /Business Targets and client acquisition targets

Customer measures- Customer satisfaction index

Internal Processes measures- Adherence to internal SLAs and timelines in client query resolution process by team

Learning and growth measures- Stay up to date with all latest clearance certification.

Educational Qualifications & Experience:

- Essential - MBA in Marketing / Finance with understanding of the Financial sector / capital market

- 1 - 3 years Sales/ CRM Experience in capital markets financial, securities and or with institutional broking firms