Head - Investor Service - BFSI

Head - Investor Service

Role: Head Investor Service

Location: Mumbai

Experience: 15+ years (AIF's, Bank, Wealth Management & AMC's)

Notice period: 0-30 Days.

Key Responsibility:

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

- Formulate annual operating plans and budgets for Service functions.

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

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

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

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

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

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

- Setup a 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.

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

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

Functional Skills:

- Hands-on experience in leading investor Service function- AIF industry knowledge