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▷ Apply Now : Head Client Servicing

▷ Apply Now : Head Client Servicing

Banyan Tree AdvisorsIndia
3 hours ago
Job description

About the Company :

We are a SEBI-registered Portfolio Management Services (PMS) firm managing 5,500+ crores across 1,900+ clients. With a strong value-investing philosophy, we focus on long-term wealth creation for HNI and UHNI clients. As we grow, we seek a strategic leader to elevate client experience, optimize CRM, and lead client engagement and sales.

Role Summary :

This role will shape and drive the end-to-end client experience strategy, oversee CRM systems and analytics, and lead a cross-functional team across Client Experience and Sales. The mandate is to deliver exceptional service, improve retention, and align all client-facing teams toward growth and satisfaction.

  • Oversee the team of SMs to ensure client experience is top class
  • Response time
  • Quality of response
  • generate meaningful insights from the queries for actionable steps
  • CRM and ticketing system and digital experience for improving client experience
  • Track TAT
  • Ticketing
  • Escalations
  • Feedback - on boarding, closure and during client lifecycle
  • Zoho ongoing upgradation / changes
  • Whatsapp helpline number for BT for example to be set up and integrated with our systems
  • Communication
  • Drafting standard communication
  • Special client milestone
  • Birthday, Diwali greeting
  • Outreach and client collaterals
  • Webinars
  • PPT
  • Website coordination
  • Tracking RM engagement
  • Track meetings
  • Measure effectiveness
  • Generate insights from client meetings (use of AI in Zoho meeting notes to generate these)
  • Support the client team (AO, SM, RM) as necessary

Education :

  • MBA / Postgraduate from a top-tier institution (preferred in Finance, Marketing, or related field)
  • Experience :

  • 1215 years in client-facing roles within PMS, AIF, Wealth Management, or Private Banking
  • Proven experience in leading large client teams, managing HNI / UHNI portfolios, and executing cross-functional strategies
  • Skills :

  • Deep understanding of investment products and HNI client servicing norms
  • Expertise in CRM platforms (e.g., Salesforce, Zoho, or in-house PMS CRMs)
  • Strong communication and client relationship management capabilities
  • Analytical and data-driven decision-making
  • Strategic thinker with execution discipline and cross-functional leadership
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    Client Servicing • India