Role Purpose

The Service Relationship Manager (SRM) is responsible for delivering exceptional service support to Private Wealth clients by ensuring seamless transaction processing, timely execution of service requests, account opening, and non-financial transactions. The role requires strong process adherence, operational accuracy, proactive client servicing, and close coordination with Relationship Managers and internal teams to deliver an enhanced client experience.

Key Responsibilities

1. Transaction Processing & Operational Excellence

- Process client transactions accurately and within the defined turnaround time (TAT).
- Ensure strict adherence to internal processes, regulatory guidelines, and compliance requirements.
- Eliminate operational errors and prevent financial losses arising from transaction processing.
- Ensure timely reporting of business transactions and operational activities.

2. Client Servicing & Relationship Support

- Act as the primary service support for Relationship Managers and Private Wealth clients.
- Resolve client queries promptly with high levels of accuracy and professionalism.
- Coordinate with internal teams to ensure seamless execution of client requests.
- Deliver a superior client experience through proactive communication and timely updates.

3. Quality & Process Management

- Raise and update all service requests through the QMS platform accurately.
- Monitor and ensure closure of requests within the defined TAT.
- Maintain complete documentation and process records as per company standards.
- Identify opportunities for process improvement and contribute towards enhancing operational efficiency.

4. Account Opening & Non-Financial Transactions

- Facilitate new account openings with a strong focus on First Time Right (FTR).
- Process non-financial transactions such as KYC updates, nominee changes, contact detail modifications, report requests, and other client service requests accurately and within TAT.




- Ensure all client documentation is complete and compliant with regulatory requirements.

5. Stakeholder Management

- Build effective working relationships with Relationship Managers, Cluster Heads, Regional Heads, Operations, Compliance, and Product teams.
- Collaborate with internal stakeholders to resolve escalations and improve service delivery.

6. Service Quality & Customer Satisfaction

- Consistently receive positive feedback from clients and internal stakeholders on service quality, responsiveness, product knowledge, and problem resolution.
- Demonstrate ownership, proactiveness, and accountability in handling client requirements.

Key Performance Indicators (KPIs)

- Transaction accuracy with zero financial loss.
- Adherence to defined TATs for all transactions and service requests.
- First Time Right (FTR) in account opening.
- Timely QMS updates and closure within SLA.
- Accuracy and turnaround time for non-financial transaction processing.
- Client satisfaction and internal stakeholder feedback.
- Process compliance and audit readiness.
- Timely business reporting and documentation.

Desired Skills & Competencies

- Strong knowledge of Private Wealth products and investment operations.
- Understanding of account opening, KYC, and regulatory processes.
- Excellent client servicing and communication skills.
- Robust attention to detail and operational accuracy.
- Ability to manage multiple priorities while meeting stringent TATs.
- Problem-solving mindset with a focus on continuous improvement.
- Proficiency in MS Office and internal operational systems (QMS, CRM, and transaction platforms).

Preferred Qualification & Experience

- Graduate/Postgraduate in Commerce, Finance, Business Administration, or a related field.
- 26 years of experience in Wealth Management, Private Banking, Financial Services, or Investment Operations.
- Experience in client servicing, transaction processing, and operational support within the Wealth Management domain will be preferred.

📌 Service Relationship Manager (Mumbai)
🏢 Motilal Oswal Financial Services (MOFSL)
📍 Mumbai