Manager - Investor Services

Job Title: Manager Investor Services

Location

Company

Role Overview

The Manager – Investor Services will be responsible for leading the Investor Services function, ensuring smooth operations of client servicing, managing investor queries, enhancing customer experience, and ensuring regulatory compliance. This role involves strategic planning, process improvement, team leadership, and close collaboration with operations, sales, and compliance teams.

Key Responsibilities

Investor Servicing & Support

• Act as the first point of contact for investors and distributors for service-related matters.

• Manage end-to-end query resolution through calls, emails, and walk-ins.

• Handle requests related to account statements, portfolio updates, bank mandate changes, nominee updates, and other investor service requests.

• Track service tickets to ensure timely closure within agreed turnaround times (TATs).

• Manage escalations promptly and professionally to maintain investor confidence.

Transaction Processing & Operations

• Oversee accurate processing of purchase, redemption, switch and STP transactions.

• Coordinate with RTA for daily transaction files, validation, and exception handling.

• Ensure timely reconciliation of transaction mismatches and error corrections.

• Support folio creation, KYC checks (basic level), and transaction data maintenance.

• Maintain proper audit trails and documentation of all investor requests and processed transactions.

RTA & Third-Party Coordination

• Liaise with Registrar & Transfer Agent (RTA) for day-to-day transaction updates and issue resolution.

• Monitor RTA’s service performance and follow up on pending cases.

• Coordinate with distributors and channel partners for investor servicing support.

Reporting & MIS

• Prepare daily, weekly, and monthly MIS reports on investor queries, transactions, and service turnaround times.

• Track service levels against defined benchmarks and share insights with senior management.

• Maintain dashboards for investor service volumes and trends.

Technology & Tools

• Use transaction and servicing platforms effectively for execution and reporting.

• Support implementation of automation and digital tools to improve investor convenience.

• Promote adoption of online transaction platforms among distributors and investors.

Process Improvement & Support

• Identify common service gaps and propose solutions to improve operational efficiency.

• Assist in preparing FAQs, service SOPs, and communication templates for investors and distributors.

• Ensure consistent application of processes across all service touchpoints.

Team & Cross-Functional Support

• Provide guidance and training to junior staff on handling queries and processing requests.

• Work closely with sales teams to resolve distributor concerns.

• Support finance and operations teams with data and reconciliations as required.

Qualifications & Experience

• Graduate/Postgraduate in Finance, Commerce, or Business Administration.

• 5–10 years of experience in Investor Services/Client Servicing within AMC, Mutual Fund, or Financial Services.

• Strong knowledge of mutual fund operations and transaction processing.

• Experience in handling investors, distributors, and RTA coordination.

• Proficiency in MS Excel, MIS reporting, and familiarity with transaction systems.

Key Skills Required

• Strong customer service orientation with excellent communication skills.

• Detail-oriented with the ability to process high volumes of transactions accurately.

• Hands-on approach to query resolution and problem-solving.

• Ability to work under pressure and manage multiple priorities.

• Team player with strong coordination skills across departments.