TA Service Specialist

Job Description

Delivers a positive customer experience by proactively recognizing customer needs and opportunities and creating/maintaining relationships in a metric driven environment while protecting the best interest of the customers, the funds and FRI/FTI. Interactions with customers will occur via electronic or written correspondence, incoming or outgoing telephone calls, and in person. Interactions may require a high degree of expertise and versatility. Acts as subject matter resource to peers, leaders, and on projects in a variety of areas providing guidance within sphere of influence (i.e. business unit and/or Transfer Agent). Works within a virtual operational environment, regionally where appropriate.What are the ongoing responsibilities of a Deputy Manager Operations & Service Delivery (50%): PAN India interface and central point of coordination for India TA for CAMS. Monitoring and tracking CAMS deliverables as defined in SLA. Tracks and monitors key customer service metrics, data and standards to achieve operational, productivity and quality objectives. Identifies service experience trends and works on initiatives which result in greater efficiencies in productivity, intra departmental relationships and service delivery.Compliance & Risk (15%): Track and monitors compliance of Customer Service vertical to laid down procedures and policies. Review of P&Ps, Access Controls, Certifications, Share-point Administration and systems usage controls. Identify process improvement areas and work with functional leaders to implement industry best practices to mitigate risk and eliminate inefficiencies and inconsistencies.Business Process Improvement (Continuous Improvement) (10%): Creation of Budgets, tracking and monitoring of volumes, key indicators and resource/ staff utilization. Undertakes medium to large scale initiatives and interdepartmental projects and provides subject matter expertise and coordination with project team.Teamwork, Networking & Partnering to Achieve Objectives (10%): Supports service delivery to key distributors through the SWOT initiative by influencing and collaborating with internal units. Supporting implementation and rollout of predefined surveys and VOCs to track and publish service standards.Peer Leadership (15%): Supports leadership team by collaborating with internal and external stakeholder for MIS and Analytics for various key management projects. Champions change and continuous improvement. Secures understanding and commitment from leaders and staff for initiatives and new processes through effective communications and demonstrated value addition.What ideal qualifications, skills & experience would help someone to be successful Education:Bachelors Degree or equivalent experience (Preferred)Relevant Years of Experience:2-5 years of professional work experience, preferably in Mutual Funds / Financial Services.Industry / Specialization:The candidate should possess a good understanding of processes/ operations in a Mutual Funds / Financial Services industry. Experience of having worked across multiple areas/ functions is preferable.Licenses and Certifications:NISM CertifiedAdditional Comments:The candidate should also possess a strong business sense and should be at ease with understanding business issues.Candidate must also possess excellent problem-solving skills, entrepreneurial ability, and strong communication skills.Excellent analytical and problem-solving skills, including the ability to disaggregate issues, develop hypotheses, and develop actionable recommendations from data and analysis.Strong interpersonal skills with a demonstrated ability to influence others. Energetic, cooperative and pleasant personality.Able to get involved with and deal effectively with a diverse group of professionals from different backgrounds.Flexibility, patience, and an understanding of fluid, demanding, and unstructured environments. Builds client focus in defining and solving a problem. Be active reader and learner of new industry trends.,

Keyskills :
subjectmatterexpertise mutualfunds clientfocus keymanagement nvent ymanagement statementsofw ksow