Trade Help Desk-Deputy Manager

2 days ago

Jaipur, Rajasthan, India NCDEX Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Job Purpose

  • Responsible for delivering high-quality support across trading help desk operations, member onboarding, and process optimization, while ensuring compliance and driving service improvements as part of customer support group.

Key Result Areas Customer Query Resolution:

  • Handling Calls or Email from Members as well as Assisting team for trading related inquiries efficiently through calls/emails, which may be pertaining to issues related to membership, compliance, order placement, execution etc.
  • Provide proactive support during market hours and special trading sessions including mock sessions.
  • Ensure customer interactions align with SEBI directives and NCDEX guidelines.
  • Ensure prompt resolution and follow-up for unresolved issues with the relevant departments
  • Maintain a courteous and professional approach to build trust and rapport with members and customers.

On-boarding members:

  • Assisting/handholding members in on-boarding for new segment
  • Provide guidance on platform features, updates, and troubleshooting.
  • Manage various back office processes pertaining to member and authorised person (AP) on-boarding within stipulated timelines with zero errors.

Adherence to Departmental SOPs:

  • Ensuring that the all processes defined in SOP are adhered too.
  • Support to improvise existing departmental processes
  • Regularly tracking & updating the process manual
  • Conducting testing of application as and when required

Record keeping:

  • Maintain records of customer interaction and transactions, details of inquiries, complaints and comments as well as actions taken for audit purposes.
  • Handling emails queries/inquiries & resolving the assigned emails within the TAT.

Quality Audit:

  • Undertaking Quality Check of Team Members Calls & Emails Audit on a daily basis - monitoring soft skills, call handling skills - providing oral & written feedbacks, Publishing MIS and Quality Scores as per defined timelines.
  • Drive continuous improvement based on audit findings.

Additional Tasks

  • Ensure up-to-date understanding of trading processes, compliance norms, and platform functionalities to provide correct and timely information to members.
  • Arranging training sessions for members & team members
  • Undertaking any ad-hoc tasks assigned to the department

Preferred Profile: - Educational Qualification

  • Any Graduate (Post Graduation would be preferred in case of Deputy Manager)

Experience

  • 3 - 6 years of relevant experience with broking house or Exchanges
  • Knowledge of Equity markets (for eg. majorly related to connectivity or application/software related)

Skills Required

  • Good communication skills
  • Good interpersonal skills
  • Effective problem Solving Skills

Functional Competencies required

  • Effective communication and attentiveness
  • Knowledge and understanding of Exchange ecosystem and operations, preferably equity segment
  • Self-motivated and able to work with large groups of persons working in the organization

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