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).

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.





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.

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.

5. Regulat

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