: Service Manager

Company: WealthVault Research & Analytics Private Limited

Reporting to: Directors / Management

Role Objective

Ensure accurate, timely and qualified client servicing across all products handled by the company. Manage service operations, client communication, records and team performance in line with the company's performance parameters and fortnightly quality checklist.

Key Responsibilities

1. Transaction Accuracy

- Verify client instructions, forms, supporting documents and approvals before processing.
- Submit authorised transactions accurately within applicable cut-offs and track final confirmation.
- Prevent incorrect entries, duplicate submissions and missing documentation.
- Record errors and rejections, coordinate corrections and inform clients and RMs promptly.
- Work towards 100% transaction accuracy.

2. Client Onboarding and App Setup

- Complete KYC, account opening, forms, bank details, nominations and documentation within agreed timelines.
- Assist clients with app registration and access to holdings, statements and service features.
- Follow up on incomplete onboarding and app setup until completion.
- Ensure clients enter their own passwords and OTPs securely.

3. SIP Issues and Follow-Up

- Monitor SIP registrations, mandates, non-debits, rejections and automatic cancellations.
- Inform clients and RMs promptly about identified issues and explain corrective steps.
- Coordinate authorised SIP changes, pauses and cancellations.
- Maintain a tracker of cases identified, clients informed, cases resolved and pending follow-ups.

4. Service TAT and Partner Coordination

- Maintain a service tracker showing ownership, agreed turnaround time (TAT), status and next action.
- Coordinate with AMCs, RTAs and other partners across mutual funds, PMS, AIF, insurance, broking and loan-related products.
- Handle statements, account corrections, bank changes, nominations and other service requests.
- Target 100% completion within agreed TAT.
- Communicate delays, reasons and revised timelines to clients and RMs, and escalate overdue cases.

5. Client Calling and Coverage





- Call at least 60 unique clients every month to identify service requirements and collect feedback.
- Ensure 100% of assigned clients are successfully contacted at least once every quarter, increasing monthly calls where necessary.
- Maintain a calling tracker with dates, feedback, requirements and follow-up status.
- Follow up on unanswered calls; count successful contacts towards coverage.

WealthVault | Service Manager Page 16. Client Satisfaction and Complaints

- Work towards 100% client satisfaction through accurate work, timely updates and prompt resolution.
- Collect and record feedback after service interactions.
- Maintain a complaint register with ownership, action taken and expected closure dates.
- Escalate serious or overdue complaints and confirm resolution with the client before closure.
- Address recurring concerns through corrective action.

7. Client References

- Obtain at least four client references per month from satisfied clients.
- Record the referring client, reference details, date and permission to contact.
- Share references with the relevant RM and track follow-up.
- Keep referral requests voluntary and maintain consistent service for all clients.

8. Daily MIS and Cloud Records

- Prepare and print the daily business MIS every working day.
- Maintain daily transaction files containing instructions, forms, documents, submission proof and status.
- Save complete files in the approved cloud location with consistent naming and restricted access.
- Reconcile MIS with transaction records and partner confirmations.
- Keep records organised for easy retrieval and report missing files or discrepancies.

9. Revenue and Financial-Year MIS

- Calculate monthly revenue attributed to each RM/person using management's agreed allocation method.




- Maintain month-wise, person-wise, product-wise and FY-wise revenue MIS.
- Separate business volume from revenue and expected revenue from revenue received.
- Reconcile figures with accounts and partner statements.
- Track outstanding revenue, reversals and differences, and submit reports by agreed deadlines.

10. RM Feedback

- Collect client feedback on RM responsiveness, communication, follow-up and overall experience.
- Maintain an Excel tracker with feedback dates, ratings, comments and required actions.
- Share concerns with management and coordinate follow-up.
- Track concerns through resolution and report matters requiring management support.

11. Training, Compliance and Service Manuals

- Attend at least two hours of service training every week.
- Cover relevant NSE, BSE, AMC, Kristal and software-platform training, with a rotation across all company products.
- Review official regulatory circulars and partner process updates.
- Coordinate process changes with management or the designated compliance person before implementation.
- Maintain updated service manuals, checklists and TAT guidelines.
- Share learning with the team and address training gaps.

WealthVault | Service Manager Page 212. Team Reviews, Improvement and Controls

- Allocate work clearly, review pending cases daily and arrange backup coverage.
- Conduct fortnightly service reviews and submit the 12-point quality checklist to management.
- Report completed work, quality measures, pending issues, corrective actions, owners and deadlines.
- Follow up on review actions and implement improvements to reduce recurring errors and delays.
- Protect client information, maintain secure access and follow approved authorisation procedures.
- Ensure proper handovers and complete records for audits.

Performance and Reporting

Performance will be assessed under six areas:

- Transaction accuracy and timely service.
- Client calling and satisfaction.
- Client references.
- MIS, revenue and documentation.
- Training and compliance.
- Team management and improvement.

📌 Service manager- Private Wealth Management (Chandigarh)
🏢 WealthVault Research and Analytics
📍 Chandigarh