Manager, Client Operations

7 days ago

Mumbai, Maharashtra, India HSBC Full time
Job Description

Job description

Some careers open more doors than others.

If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Global Asset Management

Global Asset Management, the investment management business of the HSBC Group, serves HSBC's worldwide customer base of retail and private clients, intermediaries, corporates and institutions invested in both segregated accounts and pooled funds. Global Asset Management fulfills its purpose of connecting HSBC's clients with investment opportunities around the world through an international network of offices, delivering global capabilities with local market insight.

We are currently seeking an experiencedprofessional to join the AMIN Sales & Distribution team.

The role is responsible for managing the distributor channel network (viz Banks, National Distributors and IFAs) to ensure high mind share for our products through innovative promotional schemes and deliver aggressive sales budgets.

Job Introduction

1.Review of customer/ distributor complaints & queries received at Registrar & Transfer Agents (RTA) Contact Center (CC) through Phone / Email with focus on Senior Management escalations

2.Ensure timely response and closure of queries and request received at RTA CC through Phone/ Email

Principal Responsibilities

.Review of customer/ distributor complaints & queries received at RTA CC through Phone / Email with focus on Senior Management escalations

.Ensure timely response and closure of queries and request received at RTA CC through Phone/ Email

.Review the NPS and CSAT survey and implement changes

.Ensure MIS and reporting's related to monthly complaints & activities is delivered in a timely manner

.Quality analysis of calls / emails of the CC agents and provide feedback and trainings to ensure Quality is maintained as per SLA

.Supervise the CAMS CC team and ensure proper training to the new joiners

.Complete Root Cause Analysis (RCA) of complaints and track for preventive and corrective action

Requirements

.A Graduate with minimum 2 years of experience in Mutual Fund Industry

.NISM-Series-V-A: Mutual Fund Distributors Certification Examination with valid certificate

.Excellent verbal and written communication, team and interpersonal skills

.Good decision-making skills.

.Experience in Customer interface

.Good working knowledge of MS - Word, Power Point and Advance Excel

Useful Link

Link to Careers Site: Click

You'll achieve more when you joinHSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued byHSBC Global Asset Management (India) Private Ltd

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