JOB DESCRIPTION

1. JOB PURPOSE

To lead and manage ServiceXcell frontline teams across all service channels, ensuring consistent, high-quality service delivery inclusive of outsourced vendor resources. The role will focus on operational excellence, team development, and readiness for future digital platforms, while supporting business and distributor service needs.

2. ORGANISATIONAL CHART

Head - Operations

Head - ServiceXcell

Investor Relations Officer

Manager - ServiceXcell

3. PRINCIPAL ACCOUNTABILITIES

1. Team Leadership & Channel Management

• Oversee day-to-day operations of the ServiceXcell team across email, inbound calls, and emerging channels like WhatsApp chat.
• Ensure optimal staffing, shift planning, and workload balancing across channels.
• Monitor query volumes and resolution trends to proactively manage service levels.

2. Service Quality & Process Excellence

• Drive improvements in key service metrics such as First Contact Resolution (FCR), Turnaround Time (TAT), and Customer Satisfaction (CSAT).
• Identify bottlenecks and implement process enhancements to improve efficiency and reduce repeat queries.
• Ensure adherence to regulatory and internal service standards.

3. Omnichannel Readiness & Innovation

• Lead the rollout and integration of new service channels including chat, WhatsApp, and self-service tools.
• Collaborate with IT and digital teams to ensure seamless backend connectivity and user experience.
• Stay updated on industry best practices and emerging service technologies.

4. Distributor & Business Team Support

• Streamline service workflows for distributors and business teams to ensure faster and more accurate query resolution.
• Act as a service partner to business teams, providing insights and support for service-related initiatives.

5. People Development, Onboarding & Training

• Drive effective hiring and onboarding of new team members in collaboration with HR.
• Design and implement structured training programs to build technical and soft skills across the team.
• Conduct regular coaching, feedback sessions, and performance reviews to build a high-performing service culture.

6. Reporting & Governance

• Prepare and present monthly dashboards, insights, and action plans to leadership.
• Ensure compliance with audit requirements and maintain documentation for service processes and escalations.

4. DECISIONS

Operational decisions related to staffing, channel prioritization, and service escalations. Recommendations for process improvements and technology adoption.

5. CHALLENGES

• Managing service consistency across multiple channels and vendor teams.
• Balancing operational efficiency with high-quality customer experience.
• Adapting to evolving digital platforms and customer expectations.

6. INTERACTIONS

Internal Clients

Roles you need to interact with inside the organization to enable success in your day to day work:

• Internal teams like HR, Investment Operations, Investments, Sales, CoE, Products, Compliance & Risk, CEO Office etc.

External Clients

Roles you need to interact with outside the organization to enable success in your day to day work:

• Investors & RIAs
• Distributors – All Type of ARN Holders
• RTA Team & KRAs
• Bank & Payment Aggregators
• Depository Participants & Exchanges
• Govt Authorities – IT, FIU, TRIA, etc.

7. SKILLS AND KNOWLEDGE

a) Qualifications and Work Experience

• 5+ years of work experience in Core Mutual Ops and Service.
• CA/MBA/CFA/CAIA preferred or Finance Graduates with relevant work experience within the Investor relations/Ops/Service space.
• Good knowledge of and genuine interest in financial markets compliance, regulatory guidelines and knowledge management of Mutual Fund processes.
• Proficiency in Microsoft Office programs including Excel and PowerPoint, as well as Adobe PDF.
• People Management.
• Excellent communication and stakeholder management abilities.
• Process Documents, Knowledge Management.
• Exposure to digital platforms, technical nuances, and technical issue resolutions.
• Strong understanding of mutual fund operations and SEBI/AMFI guidelines.
• Understand backend workings of RTA units including transactions, banking, and technical teams.

b) Behavioral skills:

• Excellent communication and documentation skills.
• Capable of handling complex service requests independently.
• Orientation to servicing and managing stakeholders.
• Self-starter and high energy levels.
• Positive and enthusiastic.
• Strong professional credibility, integrity.
• Resourceful.
• Managing conflicts.
• Good listening skills – Will challenge constructively and respond well to feedback.
• Ability to deal with ambiguity and drive changes effectively.

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