Assistant Manager - Operations, Churchgate

Role Overview

The Assistant Manager in Operations will oversee and develop the operational workflows related to Portfolio Management Services (PMS) aimed at delivering exceptional service to high-net-worth clientele. This role requires ensuring strict adherence to regulatory standards, internal policies, and industry best practices.

Context and Challenges

This position involves managing PMS offerings tailored for select affluent clients seeking personalized wealth management solutions involving equity and debt markets. The nature of the service is highly customized, emphasizing superior service quality and swift adaptation to innovative product launches. Operations must handle complexities arising from client and distributor-specific needs along with the growing scale and sophistication of the business.

Key Responsibilities

• Ensure error-free processing of PMS-related documentation including application and Demat forms, with notarisation as necessary.
• Manage service delivery efficiently across customers, distributors, and stakeholders, meeting agreed timelines.
• Coordinate the account opening process collaboratively with involved parties to adhere to defined turnaround times (TAT).
• Oversee redemption and brokerage processing within stipulated TAT, ensuring accuracy and timeliness.
• Validate applications received through various branches; prompt communication with Relationship Managers (RM) and Zonal Managers (ZM) regarding documentation deficiencies on the next business day (T+1) to facilitate timely account activations.
• Handle customer complaints by ensuring resolution within committed timeframes, maintaining high satisfaction levels.
• Produce accurate, error-free periodic client reports and maintain updated web-based client information.
• Deliver precise and timely Management Information System (MIS) reports to internal teams, coordinating with vendors for necessary data inputs.
• Identify process inefficiencies and implement industry-leading best practices for continuous improvement.
• Drive automation initiatives for critical operational processes and MIS reporting to enhance efficiency.

Additional Information

The role demands proactive management of increasing business complexities and volume while maintaining excellence in service quality and compliance.