Asst Manager Customer Support

We are seeking a dynamic Operations & Query Management Specialist to step into the role of Assistant Manager / Manager of Customer Support. The ideal candidate will combine a strong background in customer service with a deep understanding of the stock market. This professional will drive operational efficiency by managing end-to-end refund processes, resolving complex queries, and aligning cross-functional teams. The role demands a proactive problem-solver with a strong ROI mindset who is committed to continuous process optimization and supporting organizational growth.

Responsibilities:

1. Query Management & Risk Tagging:

• Efficiently handle inbound and outbound client communications, including PRM and escalated queries via email and phone.
• Maintain real-time compliance tracking by ensuring the timely tagging of negative queries and executing Bad Bank Tagging.

1. Refund Management & Reporting:

• Oversee the master refund file and execute the complete refund workflow.
• Lead PMP Bengaluru refund meetings, document Minutes of Meeting (MOM), distribute the Monthly Refund Summary, and conduct Root Cause Analysis (RCA) to strategically minimize refunds.

1. Process Improvement and Collaboration:

• Continuously evaluate customer support workflows to enhance operational effectiveness.
• Act as the primary liaison between the support team and internal stakeholders (such as the Bengaluru Sales, Business, and Nervecell teams) for immediate troubleshooting.
• Organize and lead monthly alignment meetings to evaluate service delivery and eliminate bottlenecks.

1. Self-Growth & Performance Tracking:

• Monitor individual performance metrics to guide professional development.
• Ensure 100% completion of all assigned training modules, including Consumption of Spoon Feeding and any specific materials provided.

Organizational Goals & Core Objectives

• ROI Mindset: Proactively save potential refund cases while maintaining zero SEBI complaints through strict compliance and resolution management.
• Eliminate Bottlenecks: Actively identify operational and process gaps, implement sustainable fixes, and streamline cross-team workflows.
• Everyday Counts: Maintain high accountability regarding time management and Organizational Attendance Policy, minimize unplanned leaves, and consistently prioritize business commitments.
• Continuous Innovation: Contribute innovative ideas to boost individual and team productivity, improve operational workflows, and reduce overall costs.
• Think Global: Developing a global perspective requires moving beyond KRA  to understand the interconnected systems that shape the organisation.