Deputy Manager - (Customer Services - Trade Help Desk)

Job Purpose

• Responsible for delivering high-quality support across trading help desk operations, member onboarding, and process optimization, while ensuring compliance and driving service improvements as part of customer support group.

Key Result Areas

• Handling Calls or Email from Members as well as Assisting team for trading related inquiries efficiently through calls/emails, which may be pertaining to issues related to membership, compliance, order placement, execution etc.
• Provide proactive support during market hours and special trading sessions including mock sessions.
• Ensure customer interactions align with SEBI directives and NCDEX guidelines.
• Ensure prompt resolution and follow-up for unresolved issues with the relevant departments
• Maintain a courteous and professional approach to build trust and rapport with members and customers.

On-boarding members:

• Assisting/handholding members in on-boarding for new segment
• Provide guidance on platform features, updates, and troubleshooting.
• Manage various back office processes pertaining to member and authorised person (AP) on-boarding within stipulated timelines with zero errors.

Adherence to Departmental SOPs:

• Ensuring that the all processes defined in SOP are adhered too.
• Support to improvise existing departmental processes
• Regularly tracking & updating the process manual
• Conducting testing of application as and when required

Record keeping:

• Maintain records of customer interaction and transactions, details of inquiries, complaints and comments as well as actions taken for audit purposes.
• Handling emails queries/inquiries & resolving the assigned emails within the TAT.

Quality Audit:

• Undertaking Quality Check of Team Members Calls & Emails Audit on a daily basis - monitoring soft skills, call handling skills - providing oral & written feedbacks, Publishing MIS and Quality Scores as per defined timelines.
• Drive continuous improvement based on audit findings.

Additional Tasks

• Ensure up-to-date understanding of trading processes, compliance norms, and platform functionalities to provide correct and timely information to members.
• Arranging training sessions for members & team members
• Undertaking any ad-hoc tasks assigned to the department

Preferred Profile: -

• Any Graduate (Post Graduation would be preferred in case of Deputy Manager)

Experience

• 3 - 6 years of relevant experience with broking house or Exchanges
• Knowledge of Equity markets (for eg. majorly related to connectivity or application/software related)

Skills Required

• Good communication skills
• Good interpersonal skills
• Effective problem Solving Skills

Functional Competencies required

• Effective communication and attentiveness
• Knowledge and understanding of Exchange ecosystem and operations, preferably equity segment
• Self-motivated and able to work with large groups of persons working in the organization