Assistant Manager - Client Relations & Operations - Churchgate

Role overview

This position is responsible for managing client and investor interactions across multiple business lines, strictly following SOPs and regulatory requirements. The role focuses on resolving complaints and queries quickly and accurately so that external and internal stakeholders receive a consistent, high-quality service experience. It also involves proactive outreach to investors who are exiting or whose SIP tenure is nearing completion, with the goal of understanding concerns and improving retention.

Business context

The role sits in a high-volume branch environment that handles a large number of transactions, investors, distributors, and institutional clients. Mumbai IH and Delhi are among the company’s most significant locations, processing an average of 250 to 300 transactions daily with a combined value of approximately Rs. 5,000 to 5,500 crores. These branches support about 32% of the total investor base, around 67% of the overall AUM, and roughly 30% of the pan-India distributor network, while also assisting a sales team of 30 to 35 people.

Because these branches serve a major share of institutional business, the interactions handled here are often critical and time-sensitive, ranging from simple service requests to complex investor issues. The role requires sensitivity, speed, and strong follow-through, particularly when dealing with around 45 to 50 interactions per day and approximately 200 to 250 exit-related or SIP-completion engagements each month per branch.

Key challenges

• Managing grievances consistently across multiple service channels.
• Handling difficult or frustrated investors and distributors with strong interpersonal skills.
• Balancing expectations of both internal teams and external stakeholders.
• Following up persistently with investors to close cases effectively.
• Resolving issues that depend on third parties within acceptable timelines.
• Supporting several business segments with different service needs and complexity levels.
• Staying current on product updates, process changes, and regulatory requirements.
• Maintaining very short turnaround times for institutional and PMS clients while delivering high service standards.

Key responsibilities

• Handle customer requests and issues received via calls, walk-ins, mail, and email for retail and portfolio management services, in line with SOPs and regulations.
• Identify and log client and distributor interactions correctly in the CRM system for all business areas.
• Coordinate with RTA, unit admin teams, and head office teams according to the escalation matrix to close cases on time.
• Keep investors informed about resolution status within the committed turnaround time.
• Provide priority servicing to institutional clients and PMS high net worth individuals through end-to-end case handling and strong follow-up.
• Work with internal and external stakeholders to understand client expectations and deliver accordingly.
• Review and process PMS purchase applications and chase missing documents through the Relationship Manager when needed.
• Contact distributors and investors regarding rejected transactions, expiring SIPs, and cancellations, and share relevant information with Relationship Managers.
• Engage exit-intent clients to understand the reason for departure, address dissatisfaction where possible, and attempt to retain or win them back.
• Apply due diligence to all requests and issue handling to reduce financial and operational risk for the AMC.
• Follow compliance requirements related to COB, KYC/IPV, redemption queries, RUD queries, fraud-related matters, and regulatory complaints.
• Verify requests carefully before sharing financial information to prevent misuse.
• Share investor details only with the correct IFA and ARN code.
• Ensure data is communicated only to registered contact details.
• Educate clients and distributors about self-service and convenience tools such as the website, IVR, call centre, and mobile investment manager.
• Promote accurate capture of email IDs and bank details to support digital communication and electronic credit processing.

Requirements

• Strong ability to manage customer service issues with accuracy, urgency, and empathy.
• Comfort in dealing with institutional, retail, PMS, and HNI clients.
• Good understanding of service processes, escalation handling, and follow-up management.
• Awareness of KYC, IPV, redemption handling, fraud prevention, and regulatory compliance practices.
• Ability to work with CRM tools and coordinate across multiple internal teams.
• Excellent communication and soft skills, especially for handling difficult interactions.
• Capability to manage sensitive information and maintain verification discipline.
• Willingness to keep up with changing products, procedures, and regulations.

Additional information

This is a high-responsibility service and operations role in a branch that supports a large investor base, a significant AUM share, and a major portion of the company’s institutional and distributor network. The position demands quick response times, careful verification, strong coordination, and a service mindset that can support both routine and complex client needs.