Vice President Operations And Customer Service

Role Summary:

The Customer Service and Operations Head of Epsilon Money Mart Private Limited will be responsible for building, nurturing and optimizing the ecosystem for operations across multiple asset classes with major focus on Mutual Funds.

Key Responsibilities:

• Ownership of operations across all products & Services offered by the Group.
• Formulating & Executing processes in line with regulatory requirements and best in class standards to help operations executives navigate the flow across all transactions, Queries, Exception handling, Escalations, Reportings, Regulatory complaints etc.
• Foster strong relationships with external (RTAs, Exchanges, AMC, Payment Aggregators others) and internal stakeholders (Sales, Product, Finance Compliance) to ensure timely execution of tasks.
• Monitor day to day branch activities to ensure adherence to standard operating procedures and service quality benchmarks.
• Support branches during new product/process rollouts, ensuring proper communication, training, and documentation.
• Continually explore potential areas of improvisation to increase effectiveness efficiency
• Guide and mentor junior branch support executives, allocating work and tracking productivity.
• Cultivate strong people skills within the team to optimize query resolution.
• Support in audits and compliance reviews by providing data, clarifications, and ensuring closure of audit points.
• Ensure compliance with legal and regulatory requirements in all transactions across all products
• Ensure adherence to company policies, processes, and best ethical standards.
• Ensure world class service and quick turnaround time in customer query resolutions.
• Personally manage client servicing for Key Clients of the firm.

Qualification:

• Education : MBA or equivalent
• 8+ years of experience in Investments operations. Experience in both Mutual fund & Insurance would be preferable.
• Must have experience in team and stakeholder management.
• Strong client management, communication and presentation skills.

Compensation Range:

Fixed: INR 10 to 14 Lakh Per Annum (depends on experience)

Variable: Annual Bonuses Based on performance.