Cluster Head - Client Relations & Operations | Mutual Funds

1) Job Purpose:

To build operational excellence, build scalability, and manage operating risk by designing and implementing processes to ensure error free transaction processing across the branches in the cluster including overseeing the transactional processes.

2) Dimensions:

A. Manpower (Nos.) - 5-10 (Onroll and offroll)

B. No of AMC Point of transactions - 1 branch

C. Daily average transactions - 200-500 (Financial and Non-Financial)

D. Daily average count of interactions - 100-300 (Customer / Distributor queries / issues)

E. No of Sales Team supported - 25 to 100

F. No of Distributors/Counters supported - 500 to 7,000(Includes IFA, NDs and Banks)

3) Job Context & Major Challenges:

Organisation Context

ABSLAMC is primarily the investment manager of Aditya Birla Sun Life Mutual Fund, a registered trust under the Indian Trusts Act, 1882. ABSLAMC also operates multiple alternate strategies including Portfolio Management Services, Real Estate Investments and Alternative Investment Funds. ABSLAMC is one of the leading asset managers in India, servicing around 10.6 million investor folios with a pan India presence across 300+ locations and overall AUM of Rs. 4,056 billion for the quarter ending March 31, 2025 under its suite of Mutual Fund (excluding domestic FoFs), Portfolio Management Services, Alternative Investment Funds, Offshore and Real Estate offerings.

About Aditya Birla Capital Ltd

Aditya Birla Capital Limited (ABCL) is a listed systemically important non-deposit taking Non-Banking Financial Company (NBFC) and the holding company of the financial services businesses. ABCL and its subsidiaries/JVs provides a comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments to serve the diverse needs of customers across their lifecycles. Powered by over 60,000 employees, the businesses of ABCL have a nationwide reach with over 1,623 branches and more than 200,000 agents/channel partners along with several bank partners.

ABCL and its subsidiaries/JVs manage aggregate assets under management of over Rs. 5.11 Lakh Crore with a consolidated lending book of over Rs 1.57 Lakh Crore as of March 31, 2025.

Job Context:

• The job requires monitoring the team’s day to day activities, ensuring seamless processing of transactions and timely resolutions of customer’s issues, requirements and queries.
• Timely dissemination of recent regulatory changes, operation guidelines, training for new joinees, identifying knowledge gaps prevailing in the team and focusing on team member scalability, grievance redressal and timely escalations for high impact cases is the key expected deliverable.
• This job also requires periodic engagements with the key stake holders to solicit feedbacks and respond positively thereby increasing the cohesiveness and oneness across all verticals.

Key Challenges for the role are as follows:

a) Managing stakeholders’ expectations for identified sensitive cases

b) Managing interpersonal issues and ensuring cohesive work culture

c) Optimal allocation of resources and management

4) Principal Accountabilities

Cluster Operations Management

• Building scalability and reliability in the cluster operational processes and clients related interactions
• Reviewing processes to identify gap in the cluster on a periodic basis
• Ensuring optimum staffing across cluster
• Ensuring closure of open transactions at the earliest and QRI within TAT
• Evaluating automation options bringing ease and reliability

Cluster Compliance adherence

• Ensuring no compliance related deviations in any review or audits of the branches in the cluster
• Ensuring Internal audit observations to be mitigated by taking necessary corrective action and avoid recurrence

PMS Servicing

• Supervising timely opening of PMS account with accuracy
• Monitoring timely resolution of PMS queries, requirements and issues

Initiatives and Revenue Conservation

• Driving Mission happiness across cluster and ensuring on a regular basis that the feedbacks are closed by self resolution or getting assigned to respective functions/team for action
• Additionally ensuring timely intimation of Rejections and ensuring win-back of TRO’s

Investor/Distributor Management

• Monitoring IFA servicing on a regular basis and ensuring about no pending issues with IFAs for resolution
• Engaging actively with key stake holders for deliverables
• Disseminating changes in processes/regulations
• Distributor Engagement soliciting feedback and ensuring end to end resolution basis feasibility analysis.

Effective people management

• Motivating team
• Identifying training needs and facilitating right kind of trainings
• Allocating resources optimally across the team.

5) Job Purpose of Direct Reports:

Team member –