Service Relationship Manager

Job Description: Service Relationship Manager

Role Overview:

The Service Relationship Manager in Wealth Management acts as a key client service liaison, ensuring seamless transaction processing, effective query resolution, and superior client engagement to support Relationship Managers and enhance the overall client experience.

Key Responsibilities;

Client Service & Transaction Support

• Execute error-free transactions as per client consent, including Mutual Funds, Equity Trades, Structured Products, Bonds, Alternative Investment Funds (AIFs), and other wealth management products.
• Collaborate closely with documentation teams, clients, and Relationship Managers to facilitate smooth and timely transaction processing.
• Ensure prompt and complete resolution of client queries, coordinating through to account openings and onboarding.
• Manage query resolution within defined turnaround times (TAT).
• Liaise with Operations, Product teams, external service providers, and dealers for accurate product and process classification.
• Coordinate personalized client engagements such as birthday gifts, special occasion gifting, and client event planning.
• Deliver client reports and portfolio statements as requested.
• Support banking-related client servicing needs including cheque referrals, statement requests, Re-KYC updates, and risk profiling.
• Maintain strict adherence to compliance, regulatory requirements, and internal process guidelines in all communications.

Relationship & Portfolio Support

• Maintain and deepen existing client relationships by providing excellent service and managing comprehensive client documentation.
• Proactively engage clients via phone or meetings to support Relationship Managers and enhance client satisfaction.
• Collaborate with RMs to review client portfolios and identify opportunities for improved service delivery and wealth solutions.
• Implement control mechanisms for managing deferrals, exceptions, and risk mitigation.
• Drive continuous improvement in processes and client servicing controls.
• Ensure compliance with internal audit protocols and control requirements.

Qualifications & Skills

• Proven experience in Wealth Management or Financial Services.
• Strong knowledge of investment products, portfolio management, and financial systems.
• Excellent proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong communication, interpersonal, and client relationship management skills.
• Ability to work collaboratively with multiple teams and deliver under tight timelines.