Roles & Responsibilities

Digital Investor Service Operations
• Own end to end digital servicing for investors and distributors across:
o AMC website and investor portals
o Mobile applications
o Email, chat, chatbots, and digital service requests
• Ensure timely resolution of investor queries related to:
o Transactions (purchase, redemption, SIP, SWP, STP)
o Account statements, capital gain statements
o KYC, FATCA, nomination, bank mandate changes
• Monitor and manage service SLAs, TATs, and quality standards.
• Ensure consistency of service across digital and assisted channels (contact center, branches, RTAs).
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2. Investor Experience & Journey Optimization
• Design, monitor, and continuously improve digital investor journeys across the investment lifecycle.
• Identify common investor pain points, repeat service requests, and digital drop offs.
• Drive initiatives to:
o Increase self service adoption
o Reduce manual and assisted requests
o Improve ease of investing and servicing digitally
• Track and improve investor satisfaction metrics such as NPS, CSAT, and complaint ratios.
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3. Digital Platforms, Automation & RTA Coordination
• Work closely with:
o Call center Team
o Internal digital and IT teams
o RTAs (e.g. CAMS)
o Technology and service vendors
• Define business and service requirements for:
o Digital service enhancements
o Chatbots, automation, and workflow tools
• Participate in UAT, releases, and post deployment monitoring for digital changes.
• Ensure seamless integration and handoffs between AMC systems and RTA platforms.
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4. Complaint, Escalation & Regulatory Management




• Oversee handling of digital service related complaints and escalations.
• Ensure timely and compliant resolution of:
o Investor grievances
o SEBI SCORES related complaints
o Senior management and ombudsman escalations
• Drive root cause analysis (RCA) and preventive actions for repeat issues.
• Ensure transparent communication with stakeholders and investors where required.
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5. Regulatory Compliance & Governance (Asset Management Focus)
• Ensure adherence to SEBI, AMFI, and internal AMC guidelines for investor servicing.
• Ensure compliance with:
o Investor grievance redressal timelines
o Digital communication and disclosures
o Data privacy, cybersecurity, and access controls
• Maintain SOPs, service documentation, and audit ready records.
• Support internal audits, regulatory inspections, and RTA reviews.
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6. Performance Monitoring & Reporting
• Track and analyze key digital service and investor experience metrics:
o Digital service volumes vs assisted
o Complaint ratios and resolution trends
o Turnaround times and SLA adherence
o Channel wise adoption and usage
• Publish MIS dashboards and insights for senior management.
• Recommend service and experience improvements based on data and trends.
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7.



Stakeholder & Distributor Ecosystem Management
• Act as a key liaison between:
o Call center team
o Digital & IT teams
o Operations & call centers
o RTAs
o Compliance & risk teams
o Distributor service teams
• Support distributor digital enablement and service experience where applicable.
• Ensure vendors and partners meet service quality and regulatory expectations

Comply with and promote adherence to the organization’s Information Security Policy and related procedures, ensuring all activities align with regulatory requirements

Mandatory Skills :

Core Skills
• Strong experience in investor servicing or customer operations within Asset Management
• Deep understanding of mutual fund transactions, investor lifecycle, and RTA processes
• Experience managing digital service channels and service platforms
• Strong complaint and escalation handling skills
Digital & Analytics
• Familiarity with:
o Digital platforms, mobile/web servicing journeys
o CRM, ticketing systems, chat tools
o Automation and workflow solutions
• Ability to interpret service data and derive actionable insights
Behavioral & Leadership Skills
• Investor centric mindset with strong service ethics
• Excellent communication and stakeholder management
• Detail oriented with solid compliance awareness
• Ability to manage multiple priorities in a regulated environment

Desirable Skills :

• 6–10 years of experience in customer service, digital operations, or CX roles within Asset Management / Mutual Funds.
• Hands on experience working with RTAs and digital investor platforms.
• Certifications in CX, Digital, Service Management, or Mutual Fund operations are an advantage.

📌 Manager - Digital Customer Service (Mumbai)
🏢 SBI Funds Management
📍 Mumbai