Manager/Assistant Vice President - Operations/Process & Controls/Wealth Management

Description:

We are seeking an experienced professional to manage the end-to-end customer journey within the Wealth Management Services (WMS) business covering Customer Onboarding, Servicing (Pre & Post Sales), and Regulatory Compliance for Distributors. The incumbent will be responsible for creating, implementing, and refining process frameworks to ensure a seamless client experience and robust governance.

Key Responsibilities:

Process Design & Governance:

- Assess existing operational and service processes across the WMS lifecycle.

- Define and implement standardized process and governance frameworks.

- Identify process gaps and design optimized workflows.

- Document customer journeys and prepare detailed SOPs.

- Present proposed journeys and SOPs to Management Committees for approval.

- Drive implementation and ensure adherence post-approval.

Customer Lifecycle Management:

- Onboarding: KYC, PFR, Account opening, Transactions & Payments.

- Servicing: Query, Request & Complaint (QRC) management, transaction/product support,

reports & dashboards.

- Growth: Portfolio analytics, cross-sell initiatives, portfolio reviews, auto-upgradation mechanisms.

- Enrichment: WM tech platform management, data migration, reconciliation, and reporting.

Customer Experience & Quality:

- Ensure seamless experience throughout the WM customer lifecycle.

- Define cross-functional roles for smooth process execution.

- Partner with the Service Quality team to ensure quick grievance resolution and continuous process improvement based on feedback.

Qualifications & Experience:

- Education: MBA / CA / CS preferred.

- Experience: Minimum 5+ years in Operations / Process Management within Wealth Management, AMC, or related financial institutions.

Key Competencies:

Process Competencies:

- DIY customer journey design.

- BSE Star MF platform operations.

- KYC / Regulatory compliance management.

- Fund transfer & transaction monitoring.

- Risk profiling and client onboarding.

- Partner tie-ups and operational governance.

- QRC resolution and client communication.

- Updating processes in line with regulatory or fee structure changes.

Technical Competencies:

- Deep understanding of operational processes for WM businesses Mutual Funds, PMS, AIF, and GIFT City operations.

- Strong knowledge of regulatory requirements SEBI, FATCA, and other global frameworks.

- Familiarity with custodial services, financial product settlements, and post-sales requirements (account statements, portfolio analysis, dashboards, etc.).

Preferred Background:

- Candidates currently working in Middle Office / Back Office roles with Wealth Management firms, AMCs, or large financial institutions will be preferred.