Head Client Servicing

About the Company:

We are a SEBI-registered Portfolio Management Services (PMS) firm managing 5,500+ crores across 1,900+ clients. With a strong value-investing philosophy, we focus on long-term wealth creation for HNI and UHNI clients. As we grow, we seek a strategic leader to elevate client experience, optimize CRM, and lead client engagement and sales.

Role Summary:

This role will shape and drive the end-to-end client experience strategy, oversee CRM systems and analytics, and lead a cross-functional team across Client Experience and Sales. The mandate is to deliver exceptional service, improve retention, and align all client-facing teams toward growth and satisfaction.

• Oversee the team of SMs to ensure client experience is top class
• Response time
• Quality of response
• generate meaningful insights from the queries for actionable steps
• CRM and ticketing system and digital experience for improving client experience
• Track TAT
• Ticketing
• Escalations
• Feedback - on boarding, closure and during client lifecycle
• Zoho ongoing upgradation/changes
• Whatsapp helpline number for BT for example to be set up and integrated with our systems
• Communication
• Drafting standard communication
• Special client milestone
• Birthday, Diwali greeting
• Outreach and client collaterals
• Webinars
• PPT
• Website coordination
• Tracking RM engagement
• Track meetings
• Measure effectiveness
• Generate insights from client meetings (use of AI in Zoho meeting notes to generate these)
• Support the client team (AO, SM, RM) as necessary

Education:

• MBA / Postgraduate from a top-tier institution (preferred in Finance, Marketing, or related field)

Experience:

• 1215 years in client-facing roles within PMS, AIF, Wealth Management, or Private Banking
• Proven experience in leading large client teams, managing HNI/UHNI portfolios, and executing cross-functional strategies

Skills:

• Deep understanding of investment products and HNI client servicing norms
• Expertise in CRM platforms (e.g., Salesforce, Zoho, or in-house PMS CRMs)
• Strong communication and client relationship management capabilities
• Analytical and data-driven decision-making
• Strategic thinker with execution discipline and cross-functional leadership