Lead Customer Experience & Service Operations

Lead – Customer Experience & Service Operations

Company

Vivriti Asset Management

Industry

Asset Management / Financial Services

Location

India

Reports To

Head – Investor Operations

Direct Reports

Pan-India team of 4-5 members (Customer Experience & Onboarding)

About Vivriti Group:

Vivriti Next is the holding entity of the Vivriti Group, comprising Vivriti Capital, a fintech NBFC, and Vivriti Asset Management, an asset manager of fixed-income AIF schemes.

We empower mid-market enterprises with high-end advisory, research-driven insights, and opportunities to scale through tech-enabled solutions, while solving complex challenges beyond financing.

About Vivriti Asset Management:

Vivriti Asset Management is a subsidiary of Vivriti Next and is an investment manager to fixed income alternate investment funds (AIFs). As on date, Vivriti AMC has raised commitments of over INR 8,000 crores from 1700+ institutional, HNIs, FOs investors. AMC has also made investments of over INR 11,000 across 110+ entities and has launched multiple category-creating, highly differentiated AIF funds which provide an investor with options across the tenor, rating and return spectrum (10% to 17%). Our investors span marquee domestic banks, insurance companies, DFIs, corporate treasuries, family offices & offshore investors.

Role Summary

We are looking for a Lead– Customer Experience to join our Investor Operations team. This is a leadership role reporting to the Head – Investor Operations and will be responsible for driving investor onboarding, customer service excellence, and the overall investor experience.

The role is responsible for ensuring seamless investor experience across all service touchpoints including onboarding, transactions, digital servicing, grievance management, partner servicing, and omnichannel communication. The incumbent will work closely with Distribution, Compliance, Technology, Fund Operations, Risk, Marketing, and Registrar & Transfer Agent (RTA) partners to enhance customer satisfaction, operational efficiency, regulatory adherence, and brand trust.

This position requires a strategic leader with expertise in financial services operations, customer lifecycle management, service digitization, and stakeholder communication.

Key Responsibilities

Investor Onboarding & Service Operations

• Leading end-to-end investor onboarding for AIF, PMS, and NRI investors.
• Managing KYC/AML, FATCA/CRS, investor due diligence, PMLA compliance, and ensuring adherence to SEBI regulations, AIF/PMS guidelines, and other applicable regulatory circulars.
• Ensure smooth execution of account opening, KYC validation, transaction processing, redemption servicing, nominee updates, FATCA compliance, and investor record maintenance.
• Monitor and improve service delivery metrics including TAT, first-contact resolution, complaint closure timelines, and service accuracy.
• Lead business continuity planning and operational resilience initiatives for customer servicing functions.

Customer Experience & Digital Transformation

• Driving investor experience initiatives through customer journey enhancements, process improvements, CSAT, NPS, and service quality.
• Managing CRM platforms and leveraging customer insights to improve investor engagement and service delivery.
• Driving automation and digital transformation initiatives. Experience in leveraging Agentic AI or AI-powered solutions to improve operational efficiency and customer experience will be an added advantage.
• Drive digital self-service adoption through mobile apps, investor portals, chatbots, and AI-enabled servicing models.
• Build a customer-first culture focused on responsiveness, transparency, trust, and investor education.

Customer Communication & Stakeholder Management

• Drafting and driving investor communications, ensuring clarity, consistency, and regulatory compliance.
• Building and maintaining strong distributor relationships while effectively managing investor escalations.
• Driving RTA governance by monitoring service quality, reviewing SLAs/KPIs, and collaborating with RTAs to enhance operational excellence.
• Conducting process training for internal teams and external stakeholders, including distributors.
• Lead crisis communication and service escalation management during operational disruptions or market-sensitive events.

Team Leadership

• Leading and mentoring a pan-India team of 4-5 members through regular coaching, training, performance management, and capability development.
• Build and mentor high-performing service operations and customer experience teams.
• Drive a culture of accountability, governance, innovation, and continuous improvement.

Desired Candidate Profile

Education & Qualifications

• Commerce Graduate with an MBA (Finance) or an equivalent qualification.
• Additional certifications in Customer Experience, Six Sigma, Digital Transformation, or Financial Services Operations will be preferred.

Experience & Competencies

• Minimum 10 years of relevant experience in customer service or investor operations with prior team management experience.
• Strong written and verbal communication skills with experience in drafting investor/customer communications.
• Experience in private credit, fixed income, alternative investments, asset management or wealth management will be an added advantage.
• Proven experience in large-scale service transformation, digitization, and customer engagement initiatives.
• Stakeholder Management, Process Re-engineering, and Data Analytics & Service Insights.

Success Metrics

• Improvement in customer satisfaction and NPS scores
• Reduction in investor complaints and operational errors
• Enhanced digital servicing adoption rates
• Improved operational productivity and turnaround times
• Strong regulatory compliance and audit outcomes
• Higher investor retention and engagement levels