Building & manage the operation processes of PMS business to ensure best in class service to the customers, which are in compliance with the regulations & adherence to the internal policies and best recommending practices
Job Context & Major Challenges
Job Context & Challenges:
Job Context
Portfolio Management Service offered to select high net worth clients who would prefer to have a part of their wealth managed by experienced investment professionals in a personalized environment. It is an important product offering linked with direct equity & Debt market. It addresses direct equity market related requirements of the HNI clients.
Since the services are targeted to meeting the requirement of HNI category, the quality of service expectation is very different and expects a very superior level of service and treatment. With various recent innovative products being introduced, it is very challenging to quickly adapt and implement the new initiatives. Further the product being not in the nature of a fund or standardised product, customised customer and distributor level complexities need to be managed.
Key challenges –
? Manage increasing Complexity and Volume of business.
? Timely delivery of accurate information to external as well as internal clients (i.e Investors, Distributors and Sales).
- Ensuring service delivery to customers, distributors and all stake holdersKRA2Process Management1. Ensuring account Opening within agreed TAT in coordination with various stake holders
- Redemption & brokerage Process completed within the agreed TATKRA3Co ordination with Branches1. Any application received in any of the branch has to be verified, validated and cleared in order to ensure that its complete in all respects
- Inform the concerned RM and ZM ( sales and Operations) on gaps in application form including demat on T + 1 basis in order to ensure that timely account opening of PMS has been doneKRA4Enhancing customer satisfaction3. Ensuring the customer compliant resolution within TATs
- Ensuring error free periodic reports and web site to clientsKRA5Management Information System1. Accurate and timely delivery of MIS reports to internal stake holders
- Coordination with the vendors for required inputsKRA6Process Improvements and automation1. Identify the Gaps in the existing process and implement the best recommended process in the industry
- Automation of Key processes & MIS reports