Job Description
Key Responsibilities :
Quality Assurance & Auditing
Design and lead comprehensive audit programs to evaluate employee service delivery, ensuring adherence to internal SOPs, SEBI regulations, and industry best practices across digital (app/web) and physical (branch/advisory) touchpoints.
Conduct root-cause analysis on service gaps, identify trends in client complaints/escalations, and implement corrective actions to minimize errors and enhance operational efficiency.
Develop and monitor KPIs for quality metrics, such as response times, query resolution rates, and compliance scores, using data analytics tools to drive measurable improvements.
Client Satisfaction & Analytics
Oversee client satisfaction surveys (NPS, CSAT) and feedback mechanisms at individual, regional, and national levels;
analyze data to uncoverinsights on pain points and opportunities in phygital interactions.
Collaborate with cross-functional teams (sales, tech, compliance) to address satisfaction drivers, reducing churn and boosting advocacy in a competitive market.
Benchmark client experience against industry peers (e.G., Zerodha, Groww, HDFC Securities) and recommend enhancements to personalize services for diverse segments like retail investors, HNIs, and millennials.
Client Engagement Strategy & Innovation
Architect robust engagement programs, including loyalty initiatives, educational webinars, personalized advisory tools, and digital nudges (e.G., AI-driven portfolio alerts, gamified investment challenges).
Lead the creation of scalable client engagement platforms, integrating CRM systems (e.G., Salesforce) with our phygital infrastructure to enable omnichannel interactions.
Partner with marketing and product teams to launch client-centric campaigns that promote financial literacy, product adoption, and long-term relationships, targeting 20-30% YoY growth in engagement metrics.
Team Leadership & Compliance
Build and mentor a high-performing national team of quality auditors, engagement specialists, and analysts;
foster a collaborative environment aligned with our values of integrity and innovation.
Ensure all processes comply with evolving regulations (e.G., SEBI's client protection norms, data privacy under DPDP Act);
conduct risk assessments and training to safeguard client interests.
Report quarterly insights to executive leadership, influencing strategic decisions on service enhancements and resource allocation.
Qualifications & Experience:
Education: MBA or equivalent in Finance/Business Management from a premier institute (e.G., IIMs, XLRI);
CFA/CA or equivalent certification preferred.
Experience: 15+ years in financial services, with at least 7-10 years in client services, quality assurance, or engagement roles at a stock broking/distribution firm. Proven track record in phygital environments and national-level leadership.
Industry Knowledge: Deep understanding of Indian capital markets, SEBI/RBI regulations, and financial products (equities, derivatives, mutual funds, insurance).
Required Skills :
Strategic & Analytical -
Expertise in data analytics (e.G., Tableau, Power BI) for satisfaction metrics and process optimization;
ability to translate insights into actionable strategies.
Leadership & Communication -
Exceptional people management skills;
strong stakeholder influence and presentation abilities for board-level reporting.
Innovation & Tech-Savvy
- Proficiency in CRM/engagement tools;
experience with AI/ML for client personalization in a phygital setup.
Compliance & Risk Management
- Thorough knowledge of audit frameworks (ISO 9001, Six Sigma) and regulatory auditing.
Soft Skills
- Customer-obsessed mindset, adaptability to fast-paced environments, and a passion for driving client delight.
Preferred Qualifications:
Prior experience in scaling client engagement programs that resulted in quantifiable outcomes (e.G., 15%+ NPS uplift).
Exposure to fintech innovations or partnerships with digital platforms.
Fluency in English and Hindi;
regional language proficiency a plus for nationwide outreach.
What We Offer :
Competitive remuneration package with performance incentives and ESOPs.
Opportunity to shape the future of client experiences in India's booming financial sector.
Comprehensive benefits: Health insurance, professional development, flexible work options, and a collaborative culture.
