Branch Operations Head | Chandigarh

WealthVault Research & Analytics Private Limited

Reporting to: Directors / Management

Location: Chandigarh

ROLE OBJECTIVE

Lead Chandigarh branch operations and ensure that every responsibility assigned to the HR, service, operations, insurance, marketing and support teams is completed accurately and on time. Act as the single point of contact for client service coordination and escalation, follow matters through to closure, and strengthen company goodwill through proactive communication, reliable processes, continuous learning and improved compliance.

DIRECT REPORTS

HR & Admin Manager, Service Manager, Operations Manager, Insurance Manager / Specialist, Marketing Manager (when hired), and ground/support staff. All operational personnel at the Chandigarh location report through this role.

KEY RESPONSIBILITIES

1.Service Team and Operations Oversight

- Ensure all Service Manager duties are met: transaction verification, authorised execution within cut-offs, onboarding/KYC, client app setup, SIP/mandate monitoring, rejection handling, partner coordination and service requests
- Review exceptions and sample completed files for accuracy, approvals, supporting documents and final confirmation. Work towards 100% transaction accuracy and completion within agreed turnaround times
- Verify that daily business MIS is prepared and printed, that transaction records are saved securely in approved cloud folders, and that entries reconcile with partner confirmations
- Review person/RM-, product-, month- and FY-wise revenue MIS with accounts, including expected/received revenue, reversals and outstanding amounts
- Ensure each Service Manager achieves at least 60 unique successful client contacts monthly and 100% assigned-client contact quarterly
- Ensure at least two hours of weekly training for service staff, updated service manuals and a 12-point quality checklist submitted every fortnight
- Learn industry practices, regulatory/partner updates and approved software, including Investwell, BSE/NSE, Kristal, Volt Money and Nuvama. Identify process and control gaps and train the team
- Maintain a compliance/action calendar with management and the designated compliance person. Track requirements, owners, due dates, audit evidence and closure of findings
- Protect client and employee data, maintain secure access and authorisation controls, and ensure clients enter their own passwords and OTPs. Escalate unauthorised transactions,



data incidents and material compliance failures promptly.

2.Personal Client Engagement, Feedback and References

- Personally connect with every client assigned to you at least once each quarter. Seek service feedback, RM responsiveness feedback and unmet requirements. Record the call date, feedback, next action, owner and closure status
- Ensure each Service Manager completes quarterly contact with all mapped clients. Review feedback and pending actions across your client book and the Service Managers' books
- Ensure at least 12 qualifying client references per month: four from each of the two Service Managers and four sourced personally by you. Requests must be voluntary, with permission to contact. A referral counts only after the RM has both called and met the prospect
- Serve as the central contact for client service coordination and escalation. Communicate delays proactively, resolve recurring concerns and confirm complaint resolution with the client
- Review client engagement and reference progress monthly.

3.Insurance Department Oversight

- Ensure accurate policy records in the software and consolidated tracker, first renewal reminders one month before due dates, timely premium follow-up, renewal confirmation and policy-document delivery
- Review pending proposals, underwriting requirements, issuance corrections, servicing requests and claims assistance. Keep clients updated without promising insurer approval or claim settlement
- Monitor RM joint-call support, partner training and need-based enquiries/cross-selling, with complete disclosures and no pressure-based selling.

4.Marketing Department Oversight (when the Marketing Manager is hired)

- Ensure the Marketing Manager completes assigned work to management expectations, agreed timelines and the approved budget
- Review the content calendar and confirm posts are published at the agreed frequency, with quality, accuracy, branding and approvals checked
- Oversee offline marketing events and promotional activities, including planning, venues, vendors, invitations, branding, execution and enquiry handovers
- Review planned versus completed work and budget versus actual spending.



Escalate delays, quality gaps and expected budget overruns.

5.HR, Administration and Ground Staff Oversight

- Ensure the HR & Admin Manager completes recruitment, joining documentation, induction, training, probation tracking, employee welfare and retention, reviews, payroll inputs, approved payouts, attendance, exits and policy communication
- Monitor the HR calendar, including weekly sales-review coordination, fortnightly service reviews, half-yearly assessments, policy reviews, employee insurance enrolment and approved wellness, team and CSR activities
- Ensure client greetings, gifts, events and approved social updates are completed on time
- Supervise housekeeping, pantry, reception/support, meeting readiness, inventory/assets, vendors, repairs, subscriptions and administrative expenses.

COMMON RESPONSIBILITIES ACROSS ALL TEAMS

- Translate each team member's approved JD into a work tracker with clear owners, deadlines, evidence of completion and escalation routes. Review pending work daily
- Arrange workload distribution, backup coverage and handovers. Coach team members and recommend corrective action or hiring to management
- Remain accountable for follow-through and quality verification, including work delegated to managers or external partners
- Ensure all mapped personnel work towards the highest performance rating and maximum salary hike available under the company salary growth policy
- Submit practical suggestions to management every month, with expected perks, estimated cost, owner and implementation timeline.

REVIEWS AND REPORTING

• Daily: critical transactions, pending/overdue service cases, client complaints, staffing and office readiness

• Weekly: departmental trackers, insurance pipeline, HR priorities and marketing activity

- Fortnightly: one consolidated branch operations report covering checklist results, completed/pending work, client feedback, errors, compliance issues and corrective actions

• Monthly: performance report covering service contact and reference results, insurance outcomes, revenue reconciliation, HR/admin completion, marketing results and improvement initiatives.

DECISION AUTHORITY

Allocate work and recommend improvements within approved authority. Management approval is required for policy changes, hiring/compensation decisions, unbudgeted spending and material external commitments. Regulated matters are coordinated with the designated compliance person.

📌 Branch Operation Head- Private Wealth Management (Chandigarh)
🏢 WealthVault Research and Analytics
📍 Chandigarh