What are the ongoing responsibilities of this position?
Net Promoter Score (NPS) Monitoring & Reporting - 40%:
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Monitor Net Promoter Score (NPS) statistics on a daily basis, tracking trends and identifying significant changes in customer sentiment.
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Publish and maintain NPS dashboards with up-to- metrics, ensuring visibility for relevant stakeholders and leadership.
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Generate periodic NPS reports (daily, weekly, monthly) with actionable insights and historical comparisons.
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Collect, validate, and consolidate NPS data from multiple sources, including call centers, branches, and distributor networks.
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Perform data sanity checks to ensure accuracy, consistency, and completeness before storing in the Enterprise Data Warehouse.
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Coordinate with IT/data teams to ensure proper integration and storage of NPS data in the Enterprise Warehouse.
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Facilitate cross-functional meetings to discuss NPS trends, share insights, and drive customer-focused initiatives.
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Analyze customer feedback and survey responses to identify key drivers of satisfaction and dissatisfaction.
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Conduct root cause analysis for negative feedback or declining NPS trends, working with relevant teams to address issues.
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Identify and communicate customer pain points to relevant departments, suggesting improvements to processes or customer experience.
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Ensure timely dissemination of NPS insights and feedback to all stakeholders, supporting data-driven decision-making.
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Stay updated on best practices in NPS management and customer experience, implementing new strategies as appropriate
Data Analysis - 30%:
Build a strong capability around predictive analysis for our investor behavior
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Predict trends basis internal and external factors to be able to better strong hold our ops shops for expected inflows in specific areas.
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Using available data fields (or in relation to) to arrive at a more in depth view of our consumers
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Provider regular updates in and around
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FT India digital conversion rates - a visit to sale to transactions. Visits to purchase/Time to purchase - an indication of a number of visits involved with the purchase
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Number of products purchased per customer - Trends/ Observations
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Transaction behaviour - Recency, Frequency, Monetary value analysis for different categories and customer types. Reach Frequency analysis also relevant for site visits, email response, and different service types.
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Activity or participation levels - Percentage of the customer base over registrations who are actively using online services. Determine who is Activated, Active and Dormant.
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Loyalty or churn metrics - Percentage of customer s repeat purchasing during a period of time
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Other emerging trends basis consumer / investor behaviour or change due to internal changes or external (stock market trend, regulations etc.)
Reporting Support -30%
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Support various teams within GSS for different reports, demographics data etc
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Monthly digital MIS and summary view
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Details of active investor details on a regular basis
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Aggregated list of Financial & Non-Financial Transactions at branch level
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Lot level reports as applicable
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Service interactions data & monitoring effectiveness of the data analysis provided
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Unclaimed information details / analysis as required from time-to-time etc
Education & Certifications:
Technical & Functional Skills:
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Strong knowledge of SQL, Data bricks
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Proficiency in MS Office and MS Project.
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Excellent analytical, problem-solving, and decision-making skills.
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Committed to fostering a culture of compliance and continuous improvement.
Job Level - Manager
Work Shift Timings - - IST
Experience our welcoming culture and reach your professional and personal potential!
Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there s a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.
Hear more from our employees
By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life s adventures, taking care of your family members, or making a positive impact in your community, we aim to have them covered.
Highlights of our benefits include:
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Professional development growth opportunities through in-house classes and over 150 Web-based training courses
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An educational assistance program to financially help employees seeking continuing education
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Medical, Life and Personal Accident Insurance benefit for employees. Medical insurance also cover employee s dependents (spouses, children and dependent parents)
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Life insurance for protection of employees families
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Personal accident insurance for protection of employees and their families
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Personal loan assistance
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Employee Stock Investment Plan (ESIP)
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12 weeks Paternity leave
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2 offices in Chennai.
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Good Sheppard House Office located near Valluvar Kottam, Kodambakkam.
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Century Centre office located at the heart of the city.
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Rewards and Recognition Program.
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Volunteer services and paid time off for volunteering.
Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation or adjustment to search for or apply for one of our positions, please send an email to . In your email, please include the accommodation or adjustment you are requesting, the job title, and the job number you are applying for. It take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.
