Manager, Client Operations

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Business Descriptor:

Global Asset Management

Global Asset Management, the investment management business of the HSBC Group, serves HSBC’s worldwide customer base of retail and private clients, intermediaries, corporates and institutions invested in both segregated accounts and pooled funds. Global Asset Management fulfils its purpose of connecting HSBC’s clients with investment opportunities around the world through an international network of offices in approximately 30 countries, delivering global capabilities with local market insight.

We are a global asset manager with a strong heritage of successfully connecting our clients to global investment opportunities. HSBC Mutual Fund India manages Indian equity and debt assets from last 20 years. We have clear and differentiated product offerings across asset classes. Our local team has ability to identify and position for global trends well supported by global perspective on long term asset prices.

We are currently seeking an experienced professional to join the <Client Operations team in HSBC Asset Management (India) Pvt Ltd (AMIN) as <Manager Branch Operations> in < Ahmedabad>.   

Job Introduction

• To primarily manage the service desk at the Investor Service Centre (ISC) and also manage team & locations mapped in terms of monitoring BAU activities & act as a point of contact for handling escalations.
• To co-ordinate and communicate with internal stake holders, Registrar & Transfer Agents, and other service providers to ensure timely resolution of all queries/complaints & activities.

Principal Responsibilities:

• To ensure timely and error free reporting of transactions received at the ISC.
• Act as a point of Escalation and keep a track of high aging cases for the locations mapped and ensure responses are sent in line with complaints Policy.
• To ensure the locations mapped are uniformly following BAU & are strictly adhering to audit requirements.
• To have regular meetings with MFD’s to create awareness of self-service options & latest regulations.
• To use the CRM(SFDC) appropriately & ensure team uses it to capture all activities, complaints, queries & monitor ageing & tagging accordingly.
• To Handle Institutional desk, if applicable & ensure institutional transactions are handled as per the set process. Ensure daily coordination with corporate customers and provide best in class services.
• Manage customer communication effectively to ensure timely resolution.
• Explore and suggest initiatives that contribute to achieve customer delight.
• Interact closely with Mutual Fund Distributors and Sales team to ensure that there is no lapse in service.
• Have close interface with service providers and highlight any discrepancies of gaps noticed on a timely manner.
• Enhance Customer Service experience through increased sensitivity in managing customer/ distributor interfaces.
• Ensure appropriate record keeping of documents and all branch Controls are maintained in a manner that no adverse comment is marked in Audits.
• Contribute to projects assigned and complete the same as per the Project plan.

• A Graduate/ postgraduate with minimum of 2 yrs.  of experience in Finance Industry
• NISM Series V-A mutual fund Distributors certification
• Experience in Customer interface
• Trained in MS office
• Communication skills and command over the English language

The location for this role is Ahemdabad

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Issued by HSBC Global Asset Management (India) Private Ltd