Team Member

Job Title: Team Member - VRM B2B

Department: Digital

Location: Lower Parel, Mumbai

Who we Are?

Axis Asset Management Company Ltd (Axis AMC), founded in 2009, is one of Indias largest and fastest-growing mutual funds. We proudly serve over 1.3 crore customers across 100+ cities with utmost humility. Our success is built on three founding principles:

• Long Term Wealth Creation
• Customer-Centric Approach
• Sustainable Relationships

Our investment philosophy emphasizes risk management and encourages partners and investors to move from transactional investing to fulfilling critical life goals. We offer a diverse range of investment solutions to help customers achieve financial independence and a happier tomorrow. Our recent accolades:

• Great Place to Work Certification (Feb 2024- Feb 2025)
• Brandon Hall Group HCM Excellence Awards for Learning & Development Silver Award
• Morningstar Awards 2022: Best Fund House: Equity, Debt & Overall
• Outlook Money Awards 2021: GOLD in Equity AMC of the Year 2021
• World Leadership Congress & Awards 2022: Business Transformation Leadership Awards Digital Transformation Project (Mobile App)

Key Responsibilities:

• Lead and manage a team of 20+ Virtual Relationship Managers, driving performance and oversee vendor management by monitoring and enforcing SLA parameters with outsourced service providers.
• Motivate and guide the team to meet business objectives, sales targets, and quality standards.
• Drive business targets for B2B Vertical
• Distributor and Customer Queries and Escalations
• Support VRMs by addressing distributor queries and handling escalations promptly and effectively.
• Coordinate with internal teams and stakeholders to resolve complaints and distributor escalations efficiently.
• Lead by example through direct engagement with top distributors to generate business.
• Manage end-to-end resolution of distributor queries, ensuring timely, accurate, and satisfactory responses to maintain strong distributor relationships.
• Handle distributor calls escalated by VRMs, including brokerage negotiations.
• Ensure the team is well-informed about products by identifying training needs and organizing training sessions or refreshers to enhance product knowledge and selling skills.
• Equip the team with effective scripts and unique selling points (USPs) of products to improve distributor interactions.
• Monitor and track team performance regularly, identify areas for improvement, and provide coaching to enhance productivity and target achievement.
• Manage and coordinate on end to end customer query resolution and work on root case and solve the process related issues
• Collaborate with cross-functional teams (operations, compliance, product, and technology) to resolve complex distributor and customer issues and streamline workflows.
• Drive initiatives to improve distributor satisfaction, retention, and loyalty by delivering consistent, personalized service.

What makes you a Great Fit?

• The Candidate should have Knowledge of Financial Products & Mutual Funds
• Experience in Selling Financial Products, Mutual Fund Sales, Outbound Sales, Outbound Contact Centre Management, VRM Process Management
• Experience in Team Handling, Management & VRM Process
• Knowledge of Excel & Data Management
• Experience Managing Outbound Sales processes through Outsource Service Providers
• Strong customer and distributor management skills with experience in end-to-end query handling and complaint resolution.
• Should be good at multitasking.
• Strong Team Handling Skills
• Good awareness of Industry / Competition Trends

"Axis AMC is an equal opportunity employer, committed to fostering an inclusive and diverse workplace."