Chief Experience Officer/Customer Service Head - Wealth Broking Firm

CXO - Head of Customer Service Wealth Broking

Role Definition :

Enhance the Investor Service experience by well-planned solutions to meet expectations of Investors/ Channel Partners through effective execution of investor service standards, processes and technology leading to consistent & superior client experience and own the experience.

Principal Accountabilities :

1. Build investor oriented service processes and ensure delivery of the same for consistent client experience across all touchpoints.

2. Formulate annual operating plan and budgets pertaining to Service function.

3. Market services to internal as well as external customers so as to optimise the investment & benefit through enhanced post sales service experience created for the end customer.

4. Develop effective monitoring systems, ensure TATs on Investor queries and reporting mechanisms to management.

5. Manage Vendor outsourcing - pricing, SLAs and other strategic/ operational discussions with the service vendors.

6. Ensure backward and forward integration to create the desired service experience for the end customer.

7. Use technology for long term advantage of the business and enhanced customer experience.

8. Build optimum touchpoints suiting the needs of various classes of customers.

9. Setup measurement system to monitor the service delivery standards at the various touchpoints. Evaluate performance on an ongoing basis.

- Evolve the right service structure in-line with business and functional goals.

11. Lead and manage service enhancement/ development projects comprising of cross functional teams and investor education events

- Represent business in transitional technology and strategic projects involving multiple stake-holders.