Job Category: Operations Team

Degree Level: Master's Degree

Job Description:

. Core Customer Success Responsibilities

Query Management - Serve as the first point of contact for client and channel-partner queries on the KITES platform, ensuring prompt, accurate and courteous resolution across the client lifecycle.

Salesforce & JIRA Servicing - Manage, track and resolve service requests and complaints routed through Salesforce CRM (with linked JIRA tickets), ensuring correct categorisation, ownership, SLA adherence and closure with a complete audit trail.

Client Onboarding - Support end-to-end client onboarding - coordinating documentation, digital consent, source-of-wealth / source-of-funds declarations and account activation across internal systems and onboarding partners.

KYC / AML Support - Assist in the review and verification of KYC/AML documentation, escalating exceptions to compliance and ensuring adherence to applicable cross-border regulatory requirements.

Cross-Border Payments - Guide clients on funding, LRS / remittance flows, cross border transfers and queries relating to global asset classes, order status, portfolio holdings, statements and reporting.

Post-Sales Support - Provide post-sales servicing including transaction support, portfolio and statement queries, profile updates and reactivation requests, ensuring a high-touch experience for clients.

B. Full Customer Lifecycle Ownership

Onboarding Funnel & Activation - Own the onboarding funnel, proactively tracking application status and chasing stuck cases through the onboarding and approval chain.

Credential Enablement - Manage temporary-password issuance and resets, guide clients through first-login and OTP verification, and administer credential validity windows.

Dormancy & Reactivation - Monitor inactive accounts flagged dormant per regulatory norms and drive KYC re-verification and reactivation.

Profile & Cross-Partner Data Requests - Process service requests for profile updates, tax-residency changes and cross-partner data synchronisation which do not auto-sync.

Retention & Engagement - Drive periodic client check-ins,



feature-adoption nudges and lifecycle communication to support engagement and retention of affluent clients.

C. Operations & Global Funds Transaction Tracking

Global Funds Transaction Tracking - Track global fund subscription and redemption transactions end-to-end - monitoring order status, settlement and reconciliation of fund orders, and keeping clients informed of progress and timelines.

Wallet, Funding & Remittance Operations - Support INR-to-USD wallet funding, Kotak Remit flows and reconciliation of client fund movements against platform records.

Product / Instrument Onboarding Coordination - Track new fund and instrument availability requests (including ISIN / exchange mapping and omnibus fund enablement) and communicate expected timelines to clients.

D. Integration & Incident Coordination

Integration Issue Triage - Act as first-line triage for client-impacting issues across platform integrations - execution, market-data, central-data, fund and gateway partners - performing initial diagnosis before routing to technology and vendors.

Impact Assessment - Rapidly compile affected client codes / user accounts and provide structured data to technology and vendor teams to accelerate root-cause analysis.

Escalation Matrix & Incident Support - Maintain and operate the internal and partner escalation matrix, and support war-room coordination during critical incidents to minimise client downtime.

E. Platform Stewardship & Governance

UAT & Release Validation - Participate in UAT cycles, log defects, validate fixes and support post-release production validation.





Knowledge Base & FAQ Ownership - Maintain the client FAQ / ready-reckoner repository and standard Salesforce response templates to enable faster and self-service resolution.

Demand Capture - Log recurring client pain points and feed structured enhancement requirements into the product backlog.

SLA, KPI & Audit Readiness - Track servicing SLAs and KPIs (turnaround, resolution, uptime-linked metrics), maintain the complaints tracker with full auditability, and support periodic service reviews and regulatory reporting.

Responsibilities:

Functional Skills

Strong understanding of cross-border payments, remittances (LRS) and foreign-exchange flows.

Working knowledge of global asset classes - equities, ETFs, global funds, bonds and structured products - and of global fund subscription / redemption processes.

Familiarity with client onboarding, KYC/AML and regulatory documentation in a cross-border context.

Hands-on experience with Salesforce (or a comparable CRM) and issue-tracking tools such as JIRA for query, complaint and incident management.

Sound grasp of the post-trade and servicing lifecycle - settlements, custody, reconciliation, statements and reporting - in a multi-vendor, API-integrated setting.

Behavioural Competencies

Excellent verbal and written communication with a client-first, service-oriented mindset.

High attention to detail, ownership and the ability to manage a broad remit across multiple queries and processes under defined SLAs.

Strong problem-solving and coordination skills to work across operations, technology, compliance and external partners.

Comfort operating in a lean team within a fast-paced, evolving digital-platform environment, with a continuous-improvement approach.

Qualifications:

Job Requirements

Qualifications & Experience

Graduate / Post-graduate in Commerce, Finance, Business or a related discipline; NISM / relevant certifications will be an added advantage.

5-8 years of experience in client servicing, customer success, wealth / investment operations or a similar role, preferably within banking, broking, wealth management or a global investing platform, with exposure to running or supporting operational processes

📌 Operations - Customer Success (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai