Motilal Oswal - Manager - Investor Relations/Investor Servicing (5-8 yrs)

MO Alternate Investment Advisors Private Limited ("MO Alternates"), based in Mumbai, India, will be the investment manager of the Fund. MO Alternates is sponsored by Motilal Oswal Financial Services Limited ("MOFSL"), a publicly listed diversified financial services organization in India with a market capitalization of ~INR 5,000 crores. MO Alternates pioneered in Private Equity in 2006, providing a platform to Domestic Investors to take advantage of investment in early to growth companies with aspirations to list in Stock Exchange.

MO Alternates has two separate divisions i.e. the Private Equity division providing growth capital (MOPE) and the Real Estate division (MORE). MO Alternates currently manages 4 Private Equity Funds span across Domestic and Offshore territory and also 6 Real estate Funds with Asset Under Management of ~INR 17,000 Crores.

- The Role of Investor Servicing Manager (CSM) play a vital strategic role in enhancing organizational Reputation and fostering Customer Satisfaction to cement long-term relationship.

- The position demands delivery of exceptional service to customers including managing the daily operations of the customer service department, ensuring customer issues are resolved timely, efficiently and effectively, and driving continuous improvements in customer service processes.

- The Customer Service Manager will also work cross-functionally with Finance and other departments to ensure customer satisfaction and maintain positive relationships with customers.

Key Responsibilities:

1. Customer Support & Issue Resolution: Handle customer complaints and complex service issues in a professional manner. Ensure that all customer inquiries and issues are resolved in a timely and satisfactory manner. Monitor and analyze customer service trends and adjust processes as needed.

2. Process Improvement: Identify areas for improvement in customer service processes and implement enhancements. Develop strategies to improve customer satisfaction and loyalty.

3. Reporting & Analysis: Prepare and present regular reports on customer service metrics, including response times, resolution times, customer satisfaction scores, and other KPIs. Analyze customer feedback and trends to inform operational decisions and improvements.

4. Cross-Functional Collaboration: Work closely with Finance and Sales Teams to stay informed about company offerings, new products, or updates that could impact customers. Communicate customer insights and feedback to relevant teams to inform business decisions. Collaborate with other departments to resolve customer concerns related to products, services, or policies. Ensure all customer service policies and procedures are followed accurately and consistently.

5. Maintain Customer Relationship Management (CRM) System: Ensure accurate and timely entry of customer information, inquiries, and resolutions in the CRM system. Leverage CRM data to identify customer patterns, predict needs, and improve overall service delivery.

Qualifications:

Education: Post-Graduate in Finance such as CFA / MBA / CA. Bachelor's degree in Business Administration, Communications, or a related field.

Experience:

- 5+ years of experience in customer service, with 2+ years in a Financial Service Industry. Any proven experience of driving customer satisfaction will be preferred.

- Strong understanding of customer service software, CRM tools, and ticketing systems.

Skills & Competencies:

- Excellent communication, interpersonal, and leadership skills. Strong problem solving abilities and a customer-centric mindset.

- Ability to handle high-pressure situations and manage multiple priorities.

- Analytical mindset with the ability to interpret data and make data-driven decisions.

- High attention to detail and a commitment to quality. Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and customer service software.