Job Description

Job Purpose

Job Purpose:

To manage customer interactions across all business segments, within the laid down SOPs and regulatory guidelines. The job requires prompt and efficient resolution and redressal of investor's grievances and queries resulting in to a uniform and best in class service experience to all external as well as internal stake holders. The job also entails actively engaging with investors who are exiting, with an intention of retaining or winning back investors.

Job Context & Major Challenges

Job Context -

BSL AMC currently has presence in 86 locations which are called as Operational Point of Transactions (OPTs). These OPTs act as the touch points for the customers of BSLAMC for transactions and service requirements.

Out of the 86 locations 15 locations have dedicated client relations executives who focus on handling customer service activities.

On a daily average basis, these dedicated locations handle 45-50 customer/distributor interactions. These interactions are primarily by way of walk ins and on occasion by way of emails and phone calls. The interactions could vary in nature from a simple requirement to a complicated issue which needs redressal to be carried out with a lot of sensitivity towards the investor. The job also requires proactive steps to be taken to facilitate smooth processing of certain sensitive type of transactions like transmission in case of death of an investor. An important and challenging part of the job is to engage with those set of investors who are seen to be exiting, and in case of SIPs whose tenure is approaching completion. The intention of this engagement being to understand the reason of exit, attempting to address dissatisfaction if any and retain or winback these investors. The job attains significant importance in view of the service experience felt by the investor, which could determine

Key challenges

a. Uniformly and effectively handling grievance received from various channels.
b. Displaying exceptional soft skill while handling irate investors.
c. Expectation management of internal and external stake holders.
d. Timely resolution of issues where there is a dependency on third parties.
e. Supporting multiple Business segments with varied requirements and complexities
f. Keeping oneself updated on product, process and regulatory developments.

Key Result Areas

	KRA (Accountabilities) (Max 1325 Characters)	Supporting Actions (Max 1325 Characters)
KRA1	Service Quality management	1. To effectively and efficiently manage customers requirement and issues received through calls, walk-ins, snail mail & email as per laid down SOP & within the regulatory guidelines 2. Identification and categorisation of client and distributor interactions in CRM application (Talisma) 3. Tracking and follow up with RTA, unit admin team and HO team as per escalation matrix for timely closure of interactions 4. Timely Communication of resolution to investor 5. The expected Turnaround time and accuracy to manage all client interaction is 98% 6. Analyzing, classifying and correct tagging of all Priority cases and cases received from Regulator and Legal authorities
KRA2	Retention Management	1. Transaction Rejection Outcalls to distributors/ investors / information to RMs for exiting clients and SIP expiry /cancellations 2. To engage effectively with such clients to understand the reason of exit, attempting to address dissatisfaction if any and retain or winback these investors 3. A target to retain such business loss is set at 35%.
KRA3	Compliance and Regulatory adherence Risk Mitigation	1. Implementation and compliance of regulatory changes as per HO guidelines 2. Ensure due diligence is applied to requests / issues - failure of which may lead to financial risks for AMC. o -COB o -KYC / IPV o -Redemption Queries o -RUD Queries o -Frauds o -Regulatory complaints 3. Ensuring Proper verification process is followed while providing financial details to avoid any misuse. 4. Ensuring that Investor details are being provided to correct IFA with correct ARN Code. 5. Ensuring data transmission only to registered contact details.
KRA4	Creating Value for Customer & Distributor	1. Educating and encouraging features made available to clients/distributors as a part of convenience in transacting/gathering information. 2. Engaging with the clients/distributors to educate features available on website, IVR, Call centre, Mobile investment manager etc. which creates convenience and faster mode of processing/servicing. 3. Educate & ensure capturing of email id and complete and accurate bank account details to ensure and facilitate electronic mode of communication & bank account credit (Viz. SMS, Direct/electronic credit)

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