Team Member CR Ops Guwahati

Job Purpose

Transaction processing and handling investor interactions at branches for all business segments.

The job entails, ensuring accurate and timely transactions processing within the laid down SOP’s and regulatory guidelines .The job requires prompt and efficient resolution and redressal of investors grievances and queries resulting in to a uniform and best in class experience to all external as well as internal stake holders.

The job also entails actively engaging with investors who are exiting, with an intention of retaining or winning back investors.

Job Context & Major Challenges

Job Context –

BSL AMC currently has presence in 86 locations which are called as Operational Point of Transactions (OPTs). These OPTs act as the touch points for the customers of BSLAMC for transactions and service requirements.

The job requires handling the dual responsibility of an operations and client relations, for all business segments and the dual responsibility demands ability in multi-tasking. Along with speed and accuracy, the job also requires ensuring that operations & client relations SOPs are adhered to and also ensuring that regulatory guidelines are followed. In a competitive market Customer experience becomes a huge differentiator, this job strives to provide that differentiator by ensuring a best in class service experience to investors.

This segment of branches handles approximately 30 – 40 transactions per day including debt purchases and retail investor transactions. This segment of branches handles supports around 15,000 investors and 250 distributors.

The job also has to effectively deal with investor complaints, grievances and issues. On an average around 25 such interactions are effectively dealt in these locations. These interactions are primarily by way of walk ins and on occasion by way of emails and phone calls. The interactions could vary in nature from a simple requirement to a complicated issue which needs redressal to be carried out with a lot of sensitivity towards the investor.

Key Challenges

• Ensure timely and accurate processing of retail transactions.
• Multi tasking of branch service, operations, sales support and administration responsibility.
• Liasoning with Internal customers on a day to day basis and balancing the expectations.
• Providing speedy and quality redressal to Customers and prevent them from becoming regulatory or legal complaints.
• Timely resolution of issues where there is a dependency on third parties.
• Keeping oneself updated on product, process and regulatory developments.
  
  

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)

KRA1 Transaction acceptance and processing. 1. Accepting transactions and processing the same within the laid down SOP’s and regulatory guidelines.

• Reporting all fund flows for timely and proper utilization.
• Banking of all cheques received with the application.
• Forwarding of Transactions to registrars and ensuring the accurate processing of the same.
• Ensuring error free payouts to investors.
  
  

KRA2 Ensuring all regulatory guidelines is followed. 1. Display of NAV as per the guidelines

• Managing DTSM as per the guidelines and SOP’s
• Ensuring no regulatory deviation in the branch related to transaction processing.
  
  

KRA3 To liaise with internal and external clients 1. To liaise with Banks, Sales Team and HO on time to time for transaction related activities

• To liaise with Sales / Sales support to clear any issues related to transaction processing.
• To build a strong relationship with service providers/vendors like transfer agents, bankers, courier etc at local level
  
  

KRA4 To process KYC Applications received at the branch. 1. Accepting and processing of KYC’s within the guidelines

• To reconcile the KYC’s processed and to ensure that No KYC is rejected at the KRA’s end.
  
  

KRA5 Service Quality Management & Maintaining high levels of Customer satisfaction 1. The interact and resolve queries raised by investors, Distributors and RM’s related to MF or privileged services

• Follow up / Analyse and monitor TAT for complaints/issues raised and highlighting any TAT burst cases as per the set escalation matrix
  
  

KRA6 Creating Value for Customer & Distributor 1. Creating awareness of services provided by the AMC between distributors and investors

• Proactively converting investors/distributors to repayment / e mail mode and also clearing RUD cases pertaining to the location
  
  

KRA7 Retention Management 1. Retaining investors for SIP expiry cases

• Proactive and efficient investor communication related to transaction rejections for the location
  
  

KRA8 Record management & branch administration 1. Filling of all documents, maintaining proper records for all the service & operational activities handled by the branch.

• CR & Ops Executive makes, coordinates, maintains and follow-ups with Branch Manager, Vendor, HO and Zonal admin for billing and payment of branch expenses