Head of Customer Experience

HBLTTI : 16210.36 (13-02-2025 - 18:30:00) Responsible for managing the customer life cycle which includes product proposition enhancement, customer service management & backend transaction processing. Key Responsibilities:

• Lead & provide strategic / operational guidance to the product development, client services unit & the operations team.
• Work with relevant stakeholder to drive the digitization initiative for these areas.
• Identify opportunities to help enhance the product offering for the company.
• Create & enhance the customer service mandate for the Company.
• Create synergies between the client facing units to bring cohesion in the Customer life cycle management.
• Leverage technological interventions to implement workflow automation.
• Ensure smooth functioning of the various units and to improve business process, internal controls and efficient utilization of resources, synchronize operational activities and objectives with other areas of organization to deliver best solution.
• Ensure timely and error free processing, reporting, settlement, recording and reconciliation of client transactions.
• Ensure compliance of relevant local laws, rules, regulation, policies and procedures.
• Coordinate with relevant regulatory bodies and authorities as and when required.

• Sound understanding of the wealth management propositions, mutual fund industry & its operations.
• Proven track record of product development & managing operational activities in investment operations
• Well versed with customer service life cycle management
• Strong negotiation, influencing and facilitation skills

• Min Bachelors (preferably Masters, MBA or equivalent qualification)
• Min 15 years of relevant experience with at least 3 years in a Senior Leadership role