: Asst Manager /Manager Customer Support at Company: Equentis Wealth Advisory Services Ltd.
Title: Assistant Manager
Location : Bangalore
Reports To : Asst. General Manager
About us:
Established in 2016, Equentis Wealth Advisory is a SEBI registered investment advisor dedicated to providing innovative and comprehensive financial solutions. Our commitment to excellence and customer satisfaction has positioned us as a trusted partner in the financial industry. We are currently seeking a dynamic and experienced Asst Manager / Manager to assist our Customer Support team.
Website: https://www.equentis.com/
Position Overview:
We are seeking a dynamic Operations & Query Management Specialist to step into the role of Assistant Manager / Manager of Customer Support. The ideal candidate will combine a strong background in customer service with a deep understanding of the stock market. This professional will drive operational efficiency by managing end-to-end refund processes, resolving complex queries, and aligning cross-functional teams.
The role demands a proactive problem-solver with a strong ROI mindset who is committed to continuous process optimization and supporting organizational growth.
Responsibilities:
1. Query Management & Risk Tagging:
- Efficiently handle inbound and outbound client communications, including PRM and escalated queries via email and phone.
- Maintain real-time compliance tracking by ensuring the timely tagging of negative queries and executing Bad Bank Tagging.
2. Refund Management & Reporting:
- Oversee the master refund file and execute the complete refund workflow.
- Lead PMP Bengaluru refund meetings, document Minutes of Meeting (MOM), distribute the Monthly Refund Summary, and conduct Root Cause Analysis (RCA) to strategically minimize refunds.
3. Process Improvement and Collaboration:
- Continuously evaluate customer support workflows to enhance operational effectiveness.
- Act as the primary liaison between the support team and internal stakeholders (such as the Bengaluru Sales, Business, and Nervecell teams) for immediate troubleshooting.
- Organize and lead monthly alignment meetings to evaluate service delivery and eliminate bottlenecks.
4. Self-Growth & Performance Tracking:
- Monitor individual performance metrics to guide career development.
- Ensure 100% completion of all assigned training modules, including Consumption of Spoon Feeding and any specific materials provided.
Organizational Goals & Core Objectives
- ROI Mindset: Proactively save potential refund cases while maintaining zero SEBI complaints through strict compliance and resolution management.
- Eliminate Bottlenecks: Actively identify operational and process gaps, implement sustainable fixes, and streamline cross-team workflows.
- Everyday Counts: Maintain high accountability regarding time management and Organizational Attendance Policy, minimize unplanned leaves, and consistently prioritize business commitments.
- Continuous Innovation: Contribute innovative ideas to boost individual and team productivity, improve operational workflows, and reduce overall costs.
- Think Global: Developing a global perspective requires moving beyond KRA to understand the interconnected systems that shape the organisation.
Qualifications & Skills Required
- Bachelors degree in business, Finance, or a related field/Postgraduate (MBA in Finance is preferable)
- Certification of NISM XXVB is mandatory before joining.
- Minimum of 3-4 years of experience of working with a SEBI registered intermediary such as, Stockbroker, Investment Advisor, Portfolio Manager Service
• NISM Certification (Series XA and XB) is preferred.
- Excellent organizational and time-management skills