Job Description
<p style="margin-bottom:11px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Job Title: Head of Customer Service</span></span></span></b></span></span></span></p>
<p style="margin-bottom:11px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Location:</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> Mumbai</span></span><br />
<b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Industry:</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> Wealth Management / BFSI</span></span><br />
<b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Experience:</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> 15+ years</span></span><br />
<b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Function:</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> Customer Experience | Client Servicing | Operations</span></span></span></span></span></p>
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<p style="margin-bottom:11px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">About the Role:</span></span></span></b></span></span></span></p>
<p style="margin-bottom:11px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">We are seeking a seasoned and customer-obsessed professional to lead our Customer Service function at a leading wealth management firm. This role is pivotal in shaping the client experience across HNI, UHNI, and institutional investor segments. The ideal candidate will bring deep expertise from the BFSI sector, a strong service mindset, and the ability to build and scale high-performing teams.</span></span></span></span></span></p>
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<p style="margin-bottom:11px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Key Responsibilities:</span></span></span></b></span></span></span></p>
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<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Lead and scale</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> the customer service team across voice, digital, and high-touch channels.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Define and implement</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> service excellence standards for HNI and UHNI clients.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Collaborate cross-functionally</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> with Relationship Managers, Operations, Technology, and Product teams to deliver a seamless client experience.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Drive automation and digital transformation</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> in client servicing (CRM systems, ticketing, client dashboards).</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Own key CX metrics</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> including NPS, resolution time, CSAT, and first-call resolution.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Manage escalations and VIP client concerns</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> with speed, empathy, and professionalism.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Ensure compliance</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> with all regulatory and risk management frameworks in client communications.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Coach and develop</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> a team of service managers and frontline executives.</span></span></span></span></span></span></li>
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<p style="margin-bottom:11px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Ideal Candidate Profile:</span></span></span></b></span></span></span></p>
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<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">15+ years of progressive experience in </span></span><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">customer service/client servicing roles</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> across </span></span><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">wealth, banking, wealthtech or BFSI industry</span></span></span></b></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">Prior experience in a </span></span><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Wealth Management</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> or </span></span><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">Private Banking</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> setup preferred.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">Demonstrated success in leading large service teams in high-growth or regulated environments.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">Strong knowledge of </span></span><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">customer journey mapping, CRM tools,</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri"> and </span></span><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">process automation</span></span></span></b><span style="font-size:11.0000pt"><span style="font-family:Calibri">.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">Exceptional stakeholder management and communication skills.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">High emotional intelligence and customer-first mindset.</span></span></span></span></span></span></li>
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<p style="margin-bottom:11px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Calibri"><b><span style="font-size:11.0000pt"><span style="font-family:Calibri"><span style="font-weight:bold">What We Offer:</span></span></span></b></span></span></span></p>
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<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">A leadership role in a fast-growing and client-centric wealth platform.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">Exposure to HNI/UHNI clientele and premium service models.</span></span></span></span></span></span></li>
<li style="margin-bottom:11px"><span style="font-size:11pt"><span style="tab-stops:left blank 36.0000pt "><span style="line-height:107%"><span style="font-family:Calibri"><span style="font-size:11.0000pt"><span style="font-family:Calibri">Opportunity to drive meaningful change in how clients experience wealth services.</span></span></span></span></span></span></li>
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