AVP/VP - Client Servicing Lead

As an AVP/VP - Client Servicing Lead at MCXCCL in Mumbai, you will play a crucial role in leading the customer service team to deliver high-quality service in alignment with SEBI regulations and organizational goals. Your responsibilities will encompass strategic leadership, research, customer satisfaction surveys, complaint tracking, team management, data analysis and reporting, stakeholder engagement, and process improvement. Key Responsibilities: - Develop and implement customer service strategies aligned with SEBI regulations and organizational goals. - Lead the customer service team to ensure high-quality service delivery in 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. - Manage robust systems for tracking member complaints and resolutions. - Monitor complaint trends and implement corrective actions to address recurring issues. - Supervise and mentor the customer service team and conduct regular training sessions. - Oversee the maintenance of detailed records of customer interactions and prepare reports on customer service performance. - Collaborate with internal departments to address customer concerns and identify areas for improvement in customer service processes. - Leverage technology to enhance service delivery and ensure compliance with regulatory standards. 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 of 10-15 years of experience in customer service roles, preferably within the financial or securities market. - At least 5 years of experience in a leadership or managerial position. Additional Details: MCXCCL values its employees" domain expertise and commitment, offering exciting career opportunities for ambitious professionals to realize their potential in the chosen area of expertise. This role combines leadership, research, and strategy with IT support to drive customer satisfaction and uphold the organization's integrity in the financial and securities market.,