Head Client Servicing
5 days ago
About the Company:
We are a SEBI-registered Portfolio Management Services (PMS) firm managing 5,500+ crores across 1,900+ clients. With a strong value-investing philosophy, we focus on long-term wealth creation for HNI and UHNI clients. As we grow, we seek a strategic leader to elevate client experience, optimize CRM, and lead client engagement and sales.
Role Summary:
This role will shape and drive the end-to-end client experience strategy, oversee CRM systems and analytics, and lead a cross-functional team across Client Experience and Sales. The mandate is to deliver exceptional service, improve retention, and align all client-facing teams toward growth and satisfaction.
Oversee the team of SMs to ensure client experience is top class
Response time
- Quality of response
generate meaningful insights from the queries for actionable steps
CRM and ticketing system and digital experience for improving client experience
Track TAT
- Ticketing
- Escalations
- Feedback - on boarding, closure and during client lifecycle
- Zoho ongoing upgradation/changes
Whatsapp helpline number for BT for example to be set up and integrated with our systems
Communication
Drafting standard communication
- Special client milestone
Birthday, Diwali greeting
Outreach and client collaterals
Webinars
- PPT
Website coordination
Tracking RM engagement
Track meetings
- Measure effectiveness
Generate insights from client meetings (use of AI in Zoho meeting notes to generate these)
Support the client team (AO, SM, RM) as necessary
Education:
- MBA / Postgraduate from a top-tier institution (preferred in Finance, Marketing, or related field)
Experience:
- 1215 years in client-facing roles within PMS, AIF, Wealth Management, or Private Banking
- Proven experience in leading large client teams, managing HNI/UHNI portfolios, and executing cross-functional strategies
Skills:
- Deep understanding of investment products and HNI client servicing norms
- Expertise in CRM platforms (e.g., Salesforce, Zoho, or in-house PMS CRMs)
- Strong communication and client relationship management capabilities
- Analytical and data-driven decision-making
- Strategic thinker with execution discipline and cross-functional leadership
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