Customer Experience Manager

Role - Manager - Customer ExperienceLocation - Mumbai / ChennaiAbout the roleThe operations delivery function is at the core of processing every customer financial transaction. It links risk management and control processes to help protect the organizations assets and reputation. Operations staff work closely with the other divisions - as well as external clients (as required) to help facilitate smooth delivery of business and fulfillment. This includes processing, servicing, accounting, reporting functions, and customer service. Communicates within the organization department managers/officers to promote efficient and correct workflow, establish positive working relationships across the organization/intra and inter departments.ResponsibilitiesResponsible for Sales for the assigned set of Banks, National distributors and IFA's.Responsible for advising the distributors on suitable product as per the requirement of their Investor, to be able to analyze the asset allocation of distributors to customize the approach in accordance for focused selling.Visibility with the distributors through Telephone calls, one to one meeting, regular dissemination of marketing material (Fact sheets, Brouchers), mailers, group meetings with distributor RM/clients of distributors.Responsible for providing best in class service for the assigned distributors.Should be sensitive to their needs in terms of Product Updates, Query resolution and ensure proper follow up etc.Take steps for development of long term relationship/association with the key/potential distributors in order to generate repetitive business.Responsible for maintaining the data of all the distributors assigned, find out the strategies to counter the competition in the market.Create brand awareness by organizing events, conferences, product sessions for distributors for top-of-the-mind recall.Ensuring that the distributors are trained on all products and Operational procedures and Informed on the Regulatory Changes on regular basis.Desired Skill SetGraduate / Post Graduate with 3-8 yrs experience in customer service / experience role from AIF/Mutual Funds either within the RTA's or AMC's.Should have a deep understanding and experience across compliances of SEBI regulations, in terms of AIF/CKYC, KYC-KRA/PMLA UBO & FATCA, related compliance requirements.Work experience within a processing environment either in Mid-Office/Back-Office/Operations functions is desired.Should have exposure in managing the end-to-end operations for fixed income securities including but not limited to cash management, managing back-end operations and reporting.Good analytical skills and an eye for detail.Commercial acumen, industry analysis and sectoral eye, and ability to connect dots and impact on P&L, Risk Framework.Numerical skills & Proficiency in MS Office SuiteEmotional Intelligence & ability to relate to other roles within the team & outside.Planning and organizational skills.Ability to understand broader business issues & apply operational changes accordingly into the teams that are being managed.Good communication & Presentation Skills par excellence.Work Environment detailsFounder-led entrepreneurial set-up which is defined by speed, agility and creativityHighly empowered and critical role, which makes a difference to Vivriti CapitalYoung, energetic, and highly talented teamsHard work is the defining aspect of the organizationWho We Are?Vivriti is a young, dynamic, and spirited institution that boasts of a large appetite for success through its vision of creating the largest and most valuable platform for enterprise finance. The word 'Vivriti' means progress or development and speaks volumes about our passion to continuously strive for results that add value to our ecosystem. At Vivriti, we are mission driven, challenging the status quo each day, reinventing the Indian debt market space and creating an industry in itself.Over the last four years, the group that consists of two companies - Vivriti Capital, a unique enterprise fintech NBFC, and Vivriti Asset Management, India's fastest growing digital alternate debt fund manager, has built significantly on its vision. Vivriti presently manages assets in excess of US $ 1.2 billion, has offices in Chennai, Mumbai, and Bangalore, and consists of a high-powered team of 350+.Why Join Us?The force driving the business prowess of Vivriti is, the powerful Talent Engine. We are a high energy and supremely passionate bunch of individuals. This is a diverse group of people, who would be best in what they do, are diverse and inclusive, are collaborative and extremely hardworking. Indeed, a very inspiring peer group. This is a team with a shared goal of reshaping the Indian Fixed Income market and change lives of millions of people through our work.We have a keen eye for great Talent, have an appreciation for potential, and an environment which facilitates hyper-performance. Vivriti is known to present with the platform to excel for those who have a desire to reach great heights in their career. We nurture our Talent with great care, encourage ambition, we are compassionate in your failures and cheer your successes. We're proud of our collaborative culture; everyone is ready to lend a helping hand, whether it's your first day on the job or your thousandth.Our Rewards mechanisms are aggressive. High Performance fetches non-linear Rewards. In addition to the fixed component and variable pay, we ensure long term wealth creation for our critical employees through employee stock options. Vivriti is the first tech focused NBFC and asset manager that has provided ESOP liquidity in the last 15 years.We invest in our employees through developmental programs, Professional Development Allowances and Education Grants.Our Benefits are better than the best. To list a few below -Medical Care, Life and Personal Accident Insurance, Critical illness cover.Interest free loans of up to INR 10 Lacs, with no questions asked.Promoting health and wellness at the office with a well-equipped sports and recreation room, regular fitness challenges and organizing leagues of sports events.Caring for your health nutritious food, fruits served round the clock, variety of beverages, etc.Ensuring maximum fun environment through Vivriti Premier League - a 10-month long series of sporting contests, recreation activities on the floor, cultural celebrations, etc.Life at Vivriti: https://www.youtube.com/watch?v=_RVPWhJg1FoTechnology Team at Vivriti: https://www.youtube.com/watch?v=auenzZFTSZEFounder's Talk: https://www.youtube.com/watch?v=pUxGWQMVj3U PRB