Assistant Manager - Client Servicing, Research & Strategy

As an Assistant Manager - Client Servicing, Research & Strategy at MCXCCL, your role will involve strategic leadership, research & strategy, customer satisfaction surveys, complaint tracking and analysis, team management, data analysis and reporting, stakeholder engagement, and process improvement. Key Responsibilities: - Develop and implement customer service strategies in alignment with SEBI regulations and organizational goals. - Lead the customer service team to ensure high-quality service delivery in-line with compliance with regulatory standards. - Conduct market research to identify customer needs, preferences, and emerging trends. - Develop strategic initiatives to enhance customer satisfaction and operational efficiency. - Collaborate with other departments to align customer service strategies with organizational objectives. - Design and implement formal customer satisfaction surveys to gather actionable insights. - Analyze survey results to identify areas for improvement and develop targeted strategies. - Present findings and recommendations to senior management. - Manage robust systems for tracking member complaints and resolutions. - Monitor complaint trends and implement corrective actions to address recurring issues. - Ensure timely and effective resolution of escalated grievances. - Supervise and mentor the customer service team. - Conduct regular training sessions to ensure the team is updated on SEBI regulations and best practices. - Oversee the maintenance of detailed records of customer interactions. - Prepare and present reports on customer service performance to senior management and regulatory bodies. - Collaborate with internal departments, such as compliance and risk management, to address customer concerns. - Identify areas for improvement in customer service processes and implement innovative solutions. - Leverage technology to enhance service delivery. Qualification Profile: - Bachelor's degree in Business Administration, Finance, or a related field (mandatory). - Master's degree in Business Administration (MBA) or equivalent (preferred). - Certification in customer service management, research methodologies, or regulatory compliance is an added advantage. Experience: - Minimum 4 years of experience MCXCCL offers exciting and challenging career opportunities for ambitious and result-oriented professionals like you. The company values its employees" domain expertise and commitment, providing a great platform to realize your potential in the chosen area of expertise.,