Operations Head

Job Title: AVP Client Master Modification (Stock Broking Operations)

Department:

Job Purpose

To lead and manage the Client Master Modification function across the broking platform, ensuring accurate, timely, and compliant execution of all client data changes. The role involves building strong controls, managing regulatory interfaces, coordinating with internal teams, and driving efficiency through process enhancements and digitization.

Key Responsibilities

1. Client Master Modification Ownership

• Oversee execution of client-initiated changes including:
• Personal details (name, address, contact info)
• Bank account/Demat account modifications
• PAN/Aadhaar/CKYC/FATCA/PEP/Nominee updates
• Ensure changes reflect accurately across internal systems and external interfaces (CDSL, NSDL, KRAs, Exchanges).

2. Regulatory & Compliance Management

• Ensure strict adherence to SEBI/Exchange/Depository KYC and client data-related circulars.
• Co-ordinate with Compliance and Risk teams for timely implementation of any regulatory changes.
• Handle audit queries and responses related to client master data (internal, statutory, and SEBI inspections).

3. Process Control & Risk Mitigation

• Maintain a robust maker-checker framework and monitor exception handling.
• Define and enforce SOPs with embedded controls and audit trails.
• Periodically review control gaps and plug vulnerabilities, especially in cases of third-party document handling.

4. System Enhancements & Digitization

• Work closely with Tech/Product teams to:
• Streamline modification workflows
• Introduce validations, auto-triggers, and rejection logic
• Enable seamless client-side journeys for self-initiated modifications

5. Team & Stakeholder Management

• Lead a team responsible for daily processing and verification of modification requests.
• Provide guidance, monitor performance, and ensure timely escalations/resolution.
• Collaborate with Sales, Service, Product, and Legal teams for smooth execution of client change requests.

6. Reporting, Governance & MIS

• Maintain dashboards and operational metrics (volume, TAT, rejection %, STP levels, exceptions).
• Share daily/weekly/monthly reports with management and control functions.
• Track aging and unresolved requests with root cause analysis and closure timelines.

Key Performance Indicators (KPIs)

• Average turnaround time (TAT) for client modification requests
• STP (Straight Through Processing) percentage
• Number of audit/inspection observations
• Data rejection/failure rate across systems
• Automation and digitization milestones achieved

Role & responsibilities

Preferred candidate profile