Senior Client Service Executive

Senior Client Service Executive (Senior CSE)

Department: Client Advisory & Operations

Reports to: Operations Head

Role Objective

The Senior Client Service Executive oversees the service quality and operational reliability of the client servicing function. The role acts as the primary operational support for Relationship Managers and ensures timely execution of transactions, escalation handling, and process discipline.

Key Purpose:

Ensure that service delivery is consistent, error-free, and dependable across all client interactions.

Key Responsibilities

1) Service Supervision

• Monitor daily service requests and pending cases
• Allocate work among CSE team
• Ensure TAT adherence
• Handle escalated service issues

2) Complex Case Handling

• Large redemptions and switches
• PMS/AIF onboarding
• Corporate / HUF accounts
• High-value client transactions

3) RM & Advisor Support

• Coordinate pre-meeting preparation
• Track critical clients
• Assist in urgent service matters
• Maintain service priority for A+ clients

4) Process & Compliance Control

• Ensure proper documentation and audit readiness
• Verify KYC & regulatory compliance
• Maintain transaction checklists
• Conduct periodic file review

5) Training & Team Guidance

• Train new CSE staff
• Standardize processes
• Create service SOPs
• Improve workflow efficiency

6) Coordination & Vendor Management

• Liaise with AMCs, insurance companies, RTA, broker back-office
• Track transaction discrepancies
• Resolve operational errors

Required Skills

• Strong financial operations knowledge
• Problem-solving ability
• Client handling maturity
• Process management
• Attention to compliance

Experience

• 36 years in wealth management operations / broking / AMC
• Strong knowledge of CAMS/KFintech, PMS/AIF documentation, insurance processing
• NISM Operations certification preferred