Head - Process & Controls - Wealth Management Division (10-20 yrs)

Location: Mumbai (BKC)

Position Overview :

We are seeking an experienced and strategic leader for the role of Head of Process and Controls in the Wealth Management division. The successful candidate will be responsible for overseeing and optimizing the key processes that span the entire wealth management client lifecycle, including onboarding, servicing, growth, and enrichment. You will ensure operational excellence, drive process improvements, and ensure a seamless customer experience while collaborating closely with senior leadership and cross-functional teams.

Key Responsibilities :

Process Creation & Governance:

- Evaluate and streamline existing processes across onboarding, servicing, growth, and enrichment functions.

- Establish a governance framework to ensure process alignment with business objectives and regulatory standards.

- Identify process gaps and implement actionable solutions to improve operational efficiency and client satisfaction.

- Create detailed process documentation, customer journey maps, and Standard Operating Procedures (SOPs) for various functions.

Onboarding Process Management:

- Oversee the end-to-end onboarding process, including KYC, account opening, transaction management, and payment processes.

- Ensure smooth and compliant customer onboarding, reducing friction and enhancing the client experience.

Servicing Excellence:

- Manage and enhance the QRC (Query, Request, Complaint) handling process to resolve client issues effectively and quickly.

- Ensure the timely resolution of transaction and product-related queries, with an emphasis on high-quality service delivery.

- Develop and implement reports, dashboards, and performance metrics to track and improve service delivery.

Growth & Client Engagement:

- Lead initiatives for portfolio analytics, cross-selling, portfolio reviews, and auto-upgrades to support client growth and satisfaction.

- Identify opportunities for upselling and enhancing existing client relationships based on analytics.

Enrichment & Value Addition:

- Design and implement strategies to provide lifestyle privileges, educational content, FAQs, and newsletters for clients.

- Create initiatives that add value to the client experience and increase engagement with wealth management offerings.

Customer Experience Optimization:

- Define clear roles and responsibilities for each function involved in the customer lifecycle, ensuring smooth coordination across departments.

- Continuously identify and address areas for process improvement to enhance the overall client experience and service standards.

Collaboration & Stakeholder Management:

- Partner with cross-functional teams to resolve client grievances swiftly and efficiently, ensuring high levels of customer satisfaction.

- Prepare and present process updates and proposals to senior management and relevant committees for approval.

Key Requirements:

- Educational Qualifications: MBA/PGDM (from a reputed institution) or equivalent experience in wealth management operations.

- Experience: 10+ years of experience in Wealth Management or Banking Operations, with at least 5 years in a leadership role overseeing process management, operational excellence, or client servicing.

Skills:

- Strong expertise in process mapping, optimization, and governance.

- In-depth understanding of wealth management operations, including onboarding, servicing, portfolio management, and client engagement.

- Excellent leadership, communication, and stakeholder management skills.

- Data-driven mindset with a focus on continuous improvement and operational efficiency.

- Ability to drive change across teams and work collaboratively with senior leadership and cross-functional departments.

Why Join Us ?

This is an exciting opportunity to lead and shape the processes that impact the entire wealth management division. If you are a process-driven leader with a passion for operational excellence and client experience, this role will offer you the platform to make a significant impact and advance your career in a fast-paced, growth-oriented environment.