AGIM - MF - Customer Service

About The Company:

AlphaGrep is a quantitative trading and investment firm founded in 2010. We are one of the largest firms by trading volume on Indian exchanges and have significant market share on several large global exchanges as well. We use a disciplined and systematic quantitative approach to identify factors that consistently generate alpha. These factors are then coupled with our proprietary ultra-low latency trading systems and robust risk management to develop trading strategies across asset classes (equities, commodities, currencies, fixed income) that trade on global exchanges.

We are looking for an experienced Customer Service Manager our Mutual Fund business in Mumbai.

Responsibilities:

• Responsible for the overall set up and functioning of AMC branches/ RTA ISCs as per regulatory requirements

• Set up of Call Center along with necessary infrastructure requirement and training

• Responsible for set up of the CRM module

• Build-in standardization of functioning amongst all official point of acceptance

• Coordinate with Sales & Customer Service on building various Customer Interaction Forms

• Drafting, documenting and reviewing Customer Service Manual and Investor Charter

• Support Head-Investor Service in Unit Review Meetings with RTAs

• Review TATs for Customer related processes and align it or better it than the Industry standard

• Take inputs from local sales teams and initiate steps to improve service efficiency, if needed.

• Actively track, review and address Queries, Complaints and Grievances

• Timely reporting of Regulatory reports related to Investor Complaints to AMFI and SEBI

• Ensure proper communication templates are triggered at various service touch points through RTA system

• Training on new regulatory or product related development to be imparted to Service and Sales staff across locations pertaining to Ops

• Build a checklist for the AMC branches to maintain and submit at periodical intervals. For e.g. daily checklist of activities, proper signoffs etc.

• Time stamping policy to be drafted

• Dealing with Institutional clients and investors in case of escalation

• Networking with the Peer group to gain understanding on the latest processes followed within Industry

• Work on Projects along with Head-Investor Service

Experience:

• Prior experience of 5 to 6 years in Mutual Fund industry

• Should know MS excel well and be able to create and provide MIS to Management when required

• Good Interpersonal skills

• Should be NISM certified

Why You Should Join Us

• Great People. We’re curious engineers, mathematicians, statisticians and like to have fun while achieving our goals

• Transparent Structure. Our employees know that we value their ideas and contributions

• Relaxed Environment. We have a flat organizational structure with frequent activities for all employees such as yearly offsites, happy hours, corporate sports teams, etc.

• Health & Wellness Programs. We believe that a balanced employee is more productive. A stocked kitchen, gym membership and generous vacation package are just some of the perks that we offer our employees