Deputy Manager - Client Relations & Operations - Churchgate

Role purpose

This position is focused on managing client and distributor interactions across business lines while operating strictly within approved SOPs and regulatory norms. The role calls for quick, accurate handling of investor questions and complaints so that every external and internal stakeholder receives a consistently strong service experience. It also includes proactively connecting with investors who are leaving, with the goal of understanding their concerns, easing dissatisfaction, and trying to retain or win them back.

Business context and challenges

The role sits in a high-volume service environment where the Mumbai IH and Delhi branches are among the company’s largest locations. Together, they process an average of 250 to 300 transactions each day, with a combined value of about Rs. 5,000 to 5,500 crores. These branches also manage the largest share of institutional investors, support about 32% of the total investor base and around 67% of overall AUM, and handle close to 30% of pan-India distributors, including IFAs, national distributors, and banks. The team backs a sales force of 30 to 35 people.

On a daily basis, the job involves dealing with roughly 45 to 50 investor and distributor interactions, often of varying complexity, from simple queries to sensitive institutional issues. A major challenge is the follow-up with investors whose funds are exiting or whose SIPs are nearing completion; each branch typically handles around 200 to 250 such cases per month. This requires careful conversation, issue diagnosis, and retention-focused engagement. The role is especially important because service quality directly influences investor perception.

The branches also serve a large institutional client base. Mumbai IH handles about 2,000 institutional customers with AUM of nearly 27,000 crores, while Delhi manages corporate investors with AUM of around Rs. 6,000 crores. Together, these make up nearly 56% of the country’s institutional folios and around 77% of the value. The role therefore demands speed, accuracy, and a strong sense of urgency when meeting client needs.

Key responsibilities

• Handle customer requests and complaints coming through calls, walk-ins, mail, and email for retail and portfolio management services, following prescribed SOPs and regulatory rules.
• Classify client and distributor interactions in the CRM system (Talisma) across all business areas.
• Coordinate with RTA, unit admin, and head office teams through the escalation matrix to close cases within the required time.
• Communicate resolutions to investors within the expected turnaround time.
• Offer priority service to institutional clients and high-net-worth PMS customers by managing cases end to end and following up closely until closure.
• Work with internal and external stakeholders to understand requirements and deliver on client expectations.
• Scrutinize PMS purchase applications and chase missing documents through the relationship manager when required.
• Make rejection outcalls to distributors and investors, and keep relationship managers informed about transaction rejections for existing clients and SIP expiry or cancellation cases.
• Engage investors who are planning to exit in order to understand the reason, address concerns, and attempt retention or win-back.
• Apply regulatory updates and HO guidelines in day-to-day operations to reduce risk and ensure compliance.
• Carry out due diligence on requests and issues to avoid financial or operational risk, including matters related to COB, KYC/IPV, redemption queries, RUD queries, frauds, and regulatory complaints.
• Verify customer requests carefully before sharing financial information to prevent misuse.
• Ensure investor details are shared only with the correct IFA using the correct ARN code.
• Share information only through registered contact details.
• Promote digital and self-service tools such as the website, IVR, call centre, and mobile investment manager to improve convenience and faster servicing.
• Encourage collection of email IDs and complete bank details to support electronic communication and electronic/direct credit.

Key challenges

• Deliver consistent handling of grievances arriving through multiple channels.
• Use strong interpersonal skills when dealing with upset or difficult investors and distributors.
• Manage expectations of both internal teams and external clients.
• Follow up persistently when resolution depends on third parties.
• Support multiple business segments with different service needs and levels of complexity.
• Stay current on product, process, and regulatory changes.
• Maintain very short turnaround times for institutional and PMS clients while still delivering high service quality.

Compliance focus

The role carries significant responsibility for regulatory adherence, appropriate verification, and risk control. Attention to detail is essential when handling sensitive financial requests, client data, and transaction-related communication.

Additional information

This is a front-line operations and client servicing role in a demanding branch environment where service quality, response speed, and issue ownership are critical to success.