Customer Service and Experience

FRole & responsibilities:

Service Modeling & Enablement

• Service Strategy: Design and implement innovative service models that are specifically tailored to the needs of the Private Client Group. Ensure models are scalable, efficient, and align with business objectives to increase revenue and deepen client relationships.
• Client Experience Optimization: Develop and implement strategies to enhance the client experience at every touchpoint, ensuring consistent, personalized service across all channels (e.g., in-person, digital, mobile).
• Service Support Enablement: Lead initiatives to empower relationship managers, advisors, and client-facing teams with the tools, processes, and data they need to drive sales, build client loyalty, and expand wallet share.
• Data-Driven Insights: Utilize data analytics and client insights to refine sales/service models. Drive data-driven decision-making by leveraging advanced analytics platforms to track client behaviors, preferences, and trends.

Business Process Optimization

• Process Improvement: Oversee efforts to streamline business processes, from servicing to back-office operations. Ensure processes are efficient, scalable, and deliver exceptional service to clients.
• Operational Excellence: Identify and implement improvements to drive operational efficiency, reduce redundancies, and minimize friction in client-facing and internal processes.
• Automation & Technology Integration: Evaluate and integrate technology solutions (e.g., CRM systems, client management tools, AI-driven automation) to automate routine tasks, improve workflow efficiency, and allow employees to focus on higher-value client interactions.
• Own and drive key performance metrics: revenue activation, client churn, and RCP
  
  

Growth Enablement

• Revenue Growth: Lead initiatives to identify growth opportunities, develop sales strategies, and drive client acquisition and retention efforts. Work closely with sales teams to ensure growth objectives are met.
• Market Intelligence: Stay ahead of industry trends, emerging technologies, and client preferences to adjust strategies and position the company as a leader in the PCG space.
• Cross-Functional Collaboration: Partner with marketing, client service, risk management, and technology teams to create integrated solutions that optimize both client satisfaction and profitability. Expertise in driving service excellence, operational performance, and client retention.

Preferred candidate profile:

• Education: MBA or BTech from a premier institution (IIM preferred).
• Experience: A minimum of 10 years in senior roles within financial services, Broking, or role in client servicing, with at least 5 years in leadership positions focused on business efficiency, service modelling, and technology enablement.
• Industry Expertise: Deep understanding of the unique needs and challenges of high-net-worth clients and familiarity with the tools, technologies, and regulatory requirements in the wealth management or financial services space. .

Perks and benefits:

Mention available facilities and benefits the company is offering with this job.