Head - Investor Relations - Asset Management Firm

Looking for a Head - Investor Relations for a leading Asset Management Company based out of Chennai.

Roles & Responsibility :

Individual Contributor Role to act as Investor Grievance Officer

- Regulatory/AMFI Interface

- Trustees

- RTA Interfaces

- Handling Escalated Complaints

- Management contact Point

People Leader to manager customer correspondence unit

- Process Orientation

- TAT

- Errors

- DR

- Right structure overall

- International TA Interface

- Income TAX/CBI

- Keep complaint rate low

Customer Advocacy Leader

- Learning Document

- CI initiatives to tackle top root causes

- Creating Service Council for cross functional impact

- Liaison with compliance for regulatory issues and clarifications

- Liaison with legal department for legal issues and clarifications

- Closely interact with SEBI and AMFI on complaints and audit requirements.

- Liaison with IT CBI, DOE etc. for investor related investigations.

- Coordinate with other sub functions of TA and other departments to resolve the escalations. Ensure that the escalated issues are resolved as per the terms of service offering within the shortest possible timeframe and in accordance with department and company procedures and regulatory requirements.

- Continually review and improve departmental processes and procedures

- Handle other projects as delegated by the National Customer Service Head.

- Provide monthly reporting of Investor Complaints in a timely manner to management with actionable to address the top 3 -5 complaints. To monitor and track the same.

- Review the processes risks based on the compensation cases and investor complaints and identify suitable steps to do the needful.

- Responsible for recovery cases and coordinating with various functions on the same.

People Related:

- Recruit, guide and manage the performance of the individual team members

Regulatory Related:

- Close coordination with the compliance and legal departments to ensure that cases received from Regulatory bodies are processed in accordance with the regulatory guidelines.

Job Duties/ Responsibilities:

% of TimeEssential/Non-Essential Activity:

- Overseeing the overall day-to-day functions, which involve attending to escalated investor requests and grievances as well as all investor /distributor related cases received directly from Income Tax, CBI, AMFI, SEBI, Judiciary and Management / Trustees.

- Identifying process risks based on compensation cases and complaints report

- Responsible for recovery cases and communicating with various departments and investors on the same.

- Coordinate with other sub functions of TA and other departments to resolve the escalations. Ensure that the escalated issues are resolved as per the terms of service offering within the shortest possible timeframe and in accordance with department and company procedures and regulatory requirements.

- Monitor and review performance of Individual team members and provide feed back for improvement.

- Monitor error levels, check the accuracy of data being provided to investors, periodically carry out quality review and provide feedback.

- Ensure that the regulatory guidelines are understood and followed by all the team members

- TAT improvement in complaints and queries- Responses to customers are sent promptly- Drive 20% improvement in 1st year

- Automation of processes- Explore possible automation of key process with an aim to improve efficiency- Two ideas identified and implemented in 1st Year

- Proactive identification of escalation- Predictive analysis of the queries and complaints to ensure min escalation. This could be through process changes as well as automation- Implement the solution in FY 16.

- Complaints learning document- Discuss with internal departments and share the opportunities for improvement ensuring there is not reoccurrence of similar issues- Ensure document is shared every month. Meeting with key internal departments every quarter

- Language - Look at all communications to ensure the language is appropriate- To evaluate at least the most frequently sent letters in the 1st year

- Generate proper MIS and reports on the activities of the escalated issues and overall grievances, so that the management team is informed of both the achievements and the requirements

- Recruit when need arises and ensure proper induction of the new entrant

Requirements:

EDUCATION AND EXPERIENCE:

- Graduate, preferably from a commerce / accounting / finance background. Proficient in English.

- Previous experience in handling investor grievances and resolving complex issues, preferable in the mutual fund industry.

- Must have thorough understanding of Operations and process improvements. It could have been as an experience in the role of a Grievance Officer / Complaints manager or stand-alone stint in Operations.

LICENSES AND CERTIFICATIONS

- Preferable AMFI / NISM - Mutual Fund Certification Examination

ADDITIONAL DESIRABLE QUALIFICATIONS

- Knowledge of Tax Laws

- Basic legal knowledge

KNOWLEDGE, SKILLS, AND ABILITIES

- Proficient in English

- Excellent verbal and written communication skills

- Excellent customer relationship skills

- Knowledge of business desktop applications (i.e.: Microsoft Word, Excel, PowerPoint, Access & Project, Windows, Visio, etc.) required

- Knowledge of the Indian Mutual Funds industry and regulations involved therein

- Model good work habits and appropriate use of procedures and control

PROBLEM SOLVING AND DECISION MAKING:

- Ability to comprehend the problem and resolve the same quickly and appropriately

- Logical approach to problem resolution

- Eye for detail

- Cascade the learning to the concerned teams

- Ensure that the resolution leads to improvement in processes

PHYSICAL REQUIREMENTS:

- Ability to maintain a professional image

SUPERVISORY RESPONSIBILITY:

- Manages department performance

- Provides technical guidance to other department personnel

- May coordinate duties of departmental staff

- Creating focus and achieving results

DESIRED LEADERSHIP SKILLS:

- Ability to supervise multiple skill levels of staff members in own and other locations

- Ability to influence and negotiate within own department and across the organization

- Ability to set direction and guide staff to desired results

- Ability to lead change strategies and hold staff accountable for action

- Ability to help others adapt to change

TRAVEL REQUIREMENTS:

- As per the requirement and if necessary as per BCP requirements

REVENUE/ NON-REVENUE GENERATING:

- Non-revenue generating.