Assistant Manager - CRM - Financial/Capital Market Sector

Role Title AM Function Business

Development

I. Purpose of the role:

II. Key Responsibilities (This should reflect the process/sub-process in which the position plays a role and specifically indicate the actions to be taken. Please include a maximum of 8 key responsibilities)

Key Responsibility

Descriptive Parameters

1. 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.

2. 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.

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

4. 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.

Note: Additional responsibilities may be added from time to time depending on organisational requirements.

Role Description for: MT / AM - CRM

To support the BD 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.

IV. Performance Measures

Serial no. Performance Measures

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

2. Customer measures - Customer satisfaction index

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

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

V. Collaboration - Internal & External

Internal Stakeholder External Stakeholders

Marketing Member organisations

Product development External Faculties

Regional office

VI. Role Holder Requirements

Educational

Qualifications

Essential - MBA in Marketing / Finance

Desired - NA

Role Requirements - Understanding of the Financial sector / capital market

- Sales/ CRM Experience in capital markets

Experience Essential - 1 - 3 years

Malvi Chitalia
8976788842