Bajaj Capital - Head - Investment Counsellor

HEAD OF INVESTMENT COUNSELLOR (IC)

Why this role exists :

- Bajaj Capital is building an Investment Counsellor model in which client relationship continuity, customer experience, retention, renewals, and portfolio deepening are institutionally owned rather than left to sit entirely with the sales channel.

- This role exists to lead that model.

- The Head of Investment Counsellor will be responsible for building and managing a central client experience and relationship-deepening function that improves retention, strengthens portfolio engagement, drives renewals, supports rebalancing and advisory discipline, and creates continuity in the client relationship irrespective of RM movement.

- The role is intended to improve customer experience quality, portfolio engagement, renewal discipline, retention outcomes, and depth of client relationships across segments, while working in close coordination with sales, product, research, operations, digital, and customer analytics teams.

- This is not a sales leadership role. It is a central relationship, advisory-quality, and retention leadership role.

Title : Head of Investment Counsellor (IC)

Function : Customer Experience / Wealth Advisory / Retention / Client Deepening

Reporting To : CEO

Location : Gurgaon

Why this hire matters now :

As Bajaj Capital scales its wealth and retirement platform, the quality of client relationship management cannot remain dependent only on frontline selling roles.

A central IC structure is required to :

- Institutionally own the client relationship

- Improve continuity across RM changes

- Increase retention and renewal discipline

- Improve customer satisfaction and complaint resolution

- Drive portfolio review, rebalancing, and client engagement

- Support deeper product holding and better wallet share

- Reduce churn and dormant client leakage

- Build a more stable and scalable client experience architecture

In wealth management, deeper client relationships, retention discipline, advisory continuity, and tech-enabled engagement are strongly associated with better long-term performance and trust. Clients increasingly expect visibility, guidance, and relevant engagement beyond product-selling interactions.

12-Month Success Looks Like :

By the end of 12 months, this person should have delivered:

- A fully defined IC operating model with clear structure, role clarity, governance, and service standards

- A central IC team with strong regional execution and consistent service delivery

- Improved CSAT, complaint turnaround time, and client engagement quality across managed segments

- A formal portfolio review and rebalancing engine in partnership with research, product, and digital teams

- A measurable deepening framework across SIP penetration, product holding, model portfolio alignment, dormant client reactivation, and client engagement frequency

- A structured renewals and retention engine for insurance and other relevant products, with clear win-back and persistence metrics

- Defined customer-tier engagement architecture and service cadence by segment

- A working MIS and review rhythm for retention, lapse, renewal, deepening, and client experience indicators

- Strong coordination between IC, RMs, research communication, customer analytics, and service operations

Core Responsibilities :

1. Build and Lead the IC Function :

- Set up and lead Bajaj Capitals Investment Counsellor function as a central structure for client experience, relationship continuity, portfolio engagement, and retention

- Define team structure, reporting lines, segment coverage, service design, regional operating model, and escalation mechanisms

- Drive operating discipline, service quality, review standards, and accountability across the IC organization

2. Own Customer Experience and Relationship Continuity :

Act as the central owner of customer experience for the IC-managed base

Ensure continuity in client engagement irrespective of RM transition, sales disruption, or branch-level inconsistency

Drive improvements in:

1. CSAT

2. Complaint resolution turnaround time

3. Service responsiveness

4. Portfolio review coverage

5. Client communication quality

6. Escalation closure discipline

This role should own relationship quality institutionally, while sales teams continue to own revenue outcomes

3. Drive Portfolio Deepening and Advisory Engagement :

Build a structured program for relationship deepening across customer tiers
Drive:

1. Portfolio Reviews

2. Rebalancing Conversations

3. SIP Deepening

4. Cross-category Holding Improvement

5. Model Portfolio Adoption

6. Goal-based Engagement

7. Reactivation of Dormant Clients

8. tier upgrades where relevant

Work closely with research and communications teams to ensure timely, credible, and actionable client communication that supports review and advisory conversations

4. Own Renewals, Retention, and Win-Back Discipline:

Lead the renewals and retention charter across relevant product lines, especially where client servicing quality and follow-up discipline materially affect persistence

Design and manage:

1. Renewal Tracking

2. Lapse Prevention

3. Win-back Campaigns

4. Cross-sell Triggers Linked to Client Need and Portfolio Context

5. Retention Interventions for at-risk Clients

6. Escalation Workflows for Churn-risk Accounts

Ensure retention and renewal efforts are data-led, centrally monitored, and operationally reliable

5. Partner with Sales Without Becoming Sales:

Work closely with RMs, regional leadership, and business heads to improve client outcomes, but maintain independent ownership of relationship quality, portfolio engagement, and client experience metrics

Ensure IC complements RM productivity rather than duplicating or confusing ownership
Create clear role boundaries between:

1. IC ownership of client experience, retention, review discipline, and engagement quality

2. RM ownership of acquisition, AUM growth, SIP growth, and sales productivity

6. Build IC Governance and Review Mechanisms:

Run structured review forums such as:

1. Monthly Cx Council

2. Journey Review Board

3. Service Operations Escalation Review

4. Renewal and Lapse Review

5. Portfolio Deepening Review

6. Client-risk and Churn Review

Establish service standards, operating dashboards, intervention triggers, and leadership reporting cadence

7. Use Analytics, Triggers, and Digital Systems Effectively:

Partner with customer analytics, product, and digital teams to create a technology-enabled ic engine

Use data signals and customer behavior triggers for:

1. Portfolio review prioritization

2. Cross-sell and deepening prompts

3. Renewal reminders

4. At-risk client identification

5. Complaint hotspots

6. Segment-based service models

8. Build capability, training, and quality standards:

Define what good ic behavior looks like across communication quality, advisory discipline, service responsiveness, and client review quality

Train and coach the ic team on:

1. Client conversations

2. Portfolio review quality

3. Retention interventions

4. Renewal scripts

5. Rebalancing conversations

6. Complaint handling

7. Escalation sensitivity

8. Service professionalism

Institutionalize high-quality advisory engagement standards across the team

9. Work cross-functionally across the organization:

Partner closely with:

1. Sales / branch network

2. Research and communication teams

3. Customer analytics / mis

4. Digital / product teams

5. Operations and service teams

6. Insurance / renewal teams
7. Pmo / transformation office

8. Leadership team

Candidate profile we want :

Experience :

12 to 15 years of relevant experience in wealth management, investment advisory, relationship management leadership, client advisory, customer experience in financial services, or retention-led wealth/insurance servicing

Strong preference for candidates WHO have LED teams in:

1. Wealth advisory

2. Investment counselling

3. Private banking / affluent banking

4. Portfolio advisory

5. Retention and renewals in financial services

6. Customer experience in wealth, insurance, or advisory-led businesses

This should ideally be someone WHO understands investments, client psychology, retention economics, service operations, and advisory engagement, not just contact center management or branch administration

Educational Background Preferred :

Bachelors degree required

Preferred:

1. MBA / PGDM

2. CFP

3. CFA or CFA coursework exposure

4. NISM certifications relevant to advisory / distribution

5. Finance, economics, business, or related backgrounds

Interested Candidate can mail there resume