Job Details

The Head - Investor Services will be responsible for leading and managing the end-to-end investor servicing and operations framework of our company. The role ensures operational excellence, regulatory compliance, superior investor experience, and seamless coordination with RTAs, exchanges, distributors, and internal stakeholders while maintaining robust risk and governance standards

1. Operational Excellence & Control

- Ensure smooth functioning of KBOLT MF Platform and all investor servicing systems.

- Oversee NAV uploads, scheme creation (across settlement types), and client activation processes.

- Ensure adherence to defined SLAs across branches, digital and other service channels.

- Monitor RM/Sales satisfaction, resolution TAT, and eliminate repeat complaints.

2. Standard Operating Goals - Investor Operations

- Handle escalated complaints from investors, distributors, regulators and front-end teams within defined TAT.

- Ensure daily reconciliation of investor/distributor data (unit allocation, refunds, payouts).

- Oversee unit administration activities including timestamping and commercial/non- commercial transactions.

- Monitor call centre activities and ensure SLA and quality adherence.

- Supervise acceptance and processing of investor KYC documentation ensuring compliance with timelines and accuracy norms.

- Verify RTA invoices and bills for accuracy and cost control.

3. Regulatory Compliance & Quality Assurance

- Ensure regulatory compliance with zero lapses.

- Oversee timely submission of reports and disclosures.

- Conduct quarterly quality assurance audits with zero major findings.

- Implement regulatory updates and ensure error-free process transitions.

4. Third-Party & Service Provider Governance

- Manage and monitor SLAs with RTAs, Stock Exchanges, Depositories and Payment Gateways.

- Conduct annual due diligence and quarterly performance reviews of service providers.

- Manage cost optimization and vendor relationships effectively.

5. Customer Focus & Experience

- Drive enhanced investor experience across physical and digital touchpoints.

- Achieve CSAT >85% and improve NPS YoY.

- Continuously improve investor request turnaround time.

- Minimize escalations and strengthen first-time resolution.

6. Learning & Knowledge Management

- Drive continuous team upskilling and knowledge enhancement.

- Lead digital initiatives and at least one significant process improvement initiative annually.

- Build a high-performance, compliance-driven service culture

Key Competencies

- Strong knowledge of Mutual Fund operations, RTA processes and exchange platforms.

- Deep understanding of regulatory and compliance frameworks.

- Strong stakeholder management and vendor governance skills.

- Data-driven decision making with strong MIS capabilities.

- Leadership skills with focus on accountability and service excellence.

- Strong communication skills.