Job Summary:

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Supervise the daily operations of the regional headquarters and the attached branches. Coordinate with other sub functions of TA and other departments to resolve the investor related issues. Ensure that the standard terms of service offering are met at all three levels viz., a. investors, b. distributors, and c. internal customer. Recruit, coach and manage the performance of individual team members. Improve daily processes and procedures; support and implement change; and through communication, guide the team towards achieving company goals. Ensure the regulations are complied with strictly in terms of operations and customer service. Fulfill customer expectations. Handle other projects as delegated by the manager

Job Duties/ Responsibilities:

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% of Time Essential/ Non-Essential Activity 40% E

- Support the accurate & timely completion of team activities (processing financial/non-financial transactions/Document management)

- Support in closure of important/unresolved issues by timely escalation and follow up

- Actively manage and reduce the error rate for transactions processed on a daily basis

- Manage resources to handle spike in volumes

- Ensure regulatory norms are complied with during processing

- Review MIS of teams to study performance and suggest methods/new processes to improve the same

- Regularly review controls and procedures to ensure that they are adequate and being adhered to. Suggest changes where necessary, to enhance the operational processes and increase efficiency of the unit

- Ensure regulatory norms are complied with

- Create department P&P's and ensure they are up to date by periodic review

- Prepare and review necessary MIS on each activity and study performance of team

- Make necessary changes in process/conduct necessary training based on findings to improve productivity and efficiency

- Support other team leaders (within the team) to complete critical pending activities within agreed timelines

- Co-ordinate with external vendors to ensure timelines are adhered

- Ensure resolution of business partner queries within set TAT- s

- Maintain relationship with corresponding team at 2nd site by way of regular meetings

- Study and adopt/share best practices to improve efficiencies

- Ensure scope of department activities is consistent among both teams

- Capture and document the systems requirements of the team and communicate to the systems support teams within acceptable timelines

- Support post implementation testing

- Report any defects found and follow up for resolution

- Escalate transactions that have been missed out during system process and other system bugs to the technical team and follow up for resolution

- Actively participate in risk committee meetings and help identify areas of risk that may be involved in various activities

- Suggest areas for improvement in process/systems

- Ensure resolution of business partner queries in a timely and satisfactory manner

25% E

- Responsible for completion of special projects as may be assigned. Ensure all project activities are completed on time

- Manage and maintain good relationship with vendors and business partners

- Ability to ensure deadlines controls and procedures are adhered to

- Positive approach to work and work challenges

- Coordinate with CCSC team to resolve customer queries

- Attending department meetings

- Generate proper MIS on the activities of the branches, so that the management team is informed of both the achievements and the requirements

- Manage the inflow and ensure service standards are meet and quality levels are maintained during times of spike in volumes

- Continuously look for ways and means to suggest processes and controls thereby improving efficiency

- Ensure that Investor complaints and queries are resolved in a speedy manner to enhance customer satisfaction where these relate to the Operations of the company.

- Interacts with internal departments to ensure customers requirements are met

- Works with hi moral values and demonstrates them, has high energy levels and positive attitude.

- Takes on activities related to new initiatives

- Gives valuable inputs and devotes time

- Maintain a congenial relationship with all

25% E

- Manage a team of 4 to 7 people, which consists of Executives, Senior Executives.

- Assign and monitor work of team members and provide timely guidance and feedback

- Personal Development, Performance review and Training

- Make efforts to gather cross functional knowledge

- Ensure timely policy/procedure changes are communicated to the team

- Provide training to the team during implementation of new processes and policies

- Support in identifying training requirements of the team and ensure all members undergo training when scheduled. Manage resources to handle volumes during such times

- Conduct periodic team meetings and ensure active participation of team members

- Responsible for PMP & IPP processes of the team members reporting into.

- Shall also be actively participate in ensuring the vendor staff performances in those outsourced activities, as decided by the Business from time to time, that are managed using vendor staff

- Responsible for completion of special projects as may be assigned. Ensure all project activities are completed on time

- Manage and maintain good relationship with vendors and business partners

- Monitor the progress of vendor and adherence to the contract

- Motivate team to perform with continuous improvement and service excellence

- Assign and monitor work of direct reportees and provide timely guidance and feedback.

- Share knowledge among team members

- Effectively handle conflicts among team members

- Adherence to Group policies, audit, controls, and compliance requirements including but not limited to normal controls

- Effectively drive and manage change, plan business contingency and achieve cross-training

10% E

- Has immaculate Telephone etiquette

- Continuously look for ways and means to improve processes and controls thereby improving efficiency

- Is quick to think and is creative in problem resolution

- Provides one step resolution by taking grounded decisions within authority levels

- Ensure resolution of business partner queries within set TATs

- Manage the service delivery to Sales/Customer Service/ fund accounting and Treasury services as per the Service Level Agreement

- Enhance the SLA as required with feedback from Sales and Customer Service, and based on market conditions

- Ensure that Investor complaints and queries are resolved in a speedy manner to enhance customer satisfaction where these relate to the Operations of the company

100% TOTAL

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