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 BankingProven experience in leading large client teams, managing HNI / UHNI portfolios, and executing cross-functional strategiesSkills :
Deep understanding of investment products and HNI client servicing normsExpertise in CRM platforms (e.g., Salesforce, Zoho, or in-house PMS CRMs)Strong communication and client relationship management capabilitiesAnalytical and data-driven decision-makingStrategic thinker with execution discipline and cross-functional leadership