Role Purpose:

The Team Leader Customer Service is responsible for leading a team of customer service executives to deliver exceptional service to wealth management & equity clients. The role ensures timely resolution of client queries, adherence to regulatory and quality standards, process efficiency and achievement of defined service levels while fostering a high-performance customer-centric culture.

Key Responsibilities:
- Lead, mentor and motivate a team of Customer Service Executives.
- Ensure prompt and accurate resolution of customer queries.
- Handle escalated client complaints and critical issues.
- Monitor turnaround time (TAT) and service quality.
- Ensure adherence to Service Level Agreements (SLAs).
- Improve overall client experience and satisfaction.
- Ensure compliance with regulatory requirements (SEBI, AMFI, RBI, PMLA, FATCA,



CKYC etc., as applicable).
- Conduct quality audits.
- Identify process improvement opportunities.
- Coordinate with Operations, Relationship Managers, Compliance and Technology teams.
- Resolve complex client issues.
- Coordinate with internal stakeholders for quick resolution.
- Maintain escalation logs.
- Ensure timely closure of complaints.

Education:
- Graduate in any discipline
- MBA preferred

Experience:
- Minimum 2 years in a team handling role
- Must have experience in Wealth Management, Mutual Funds, Stock Broking and PMS.

Interested candidate can share cv on [email protected]

📌 Zonal Head- Customer Service- Role (Bengaluru)
🏢 Hipotz
📍 Bengaluru