Commodity Currency - Commodity Institution - Relationship Manager - West

<p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">Job Role: </span></b><span lang="en-us" xml:lang="en-us">Operations – Service Relationship Manager (Service RM)<b></b></span></p> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">Department: </span></b><span lang="en-us" xml:lang="en-us">Commodity Currency – Institution<b> </b></span></p> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">Location: </span></b><span lang="en-us" xml:lang="en-us">Worli (Nirlon House)</span></p> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">Reports To: </span></b><span lang="en-us" xml:lang="en-us">Associate Vice President (M5)<b></b></span></p> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">Job Purpose:</span></b></p> <p class="MsoNormal"><span lang="en-us" xml:lang="en-us">The Service Relationship Manager (Service RM) acts as the primary operational and service contact for clients, ensuring seamless onboarding, transaction processing, query resolution, and service delivery. The role focuses on maintaining high levels of client satisfaction through efficient back-office coordination, proactive communication, and process adherence.</span></p> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">Key Responsibilities:</span></b></p> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">1. Client Servicing & Relationship Management</span></b></p> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Act as the first point of contact for all operational and service-related queries from clients.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Manage day-to-day client requests, including account updates, margin management, pay-in/pay-out, and reporting requirements.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Provide accurate and timely information on transactions, holdings, and reconciliations.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Ensure client issues are resolved promptly within defined turnaround times (TATs).</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Maintain regular follow-ups with clients to ensure satisfaction and continuous engagement.</span></li> </ul> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">2. Account Onboarding & KYC</span></b></p> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Coordinate with clients and internal teams for account opening, documentation, and KYC verification.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Ensure all regulatory and compliance requirements are met during onboarding.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Track and report the status of new account activations.</span></li> </ul> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">3. Operations & Process Management</span></b></p> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Liaise with internal departments (Risk, Compliance, Accounts, Dealing Desk, etc.) to ensure smooth operational flow.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Ensure accuracy in trade processing, margin reporting, fund transfers, and reconciliation activities.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Monitor and manage pending instructions, unprocessed transactions, and client exceptions.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Support in audit, compliance checks, and process documentation.</span></li> </ul> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">4. Risk & Compliance</span></b></p> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Adhere to internal policies, SEBI, and exchange regulations.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Ensure timely submission of required documents and reports.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Identify potential risk areas in client servicing and escalate appropriately.</span></li> </ul> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">5. Reporting & MIS</span></b></p> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Prepare and maintain daily/weekly/monthly MIS on client activity, queries, and service metrics.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Provide insights and feedback to improve process efficiency and client experience.</span></li> </ul> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">Key Skills & Competencies:</span></b></p> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Strong understanding of financial markets (Equity, Commodity, or Currency).</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Excellent client-handling and communication skills (written & verbal).</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Proficiency in MS Excel and back-office systems (e.g., ODIN, NEST, LD, CRM tools).</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Attention to detail and high accuracy in operational execution.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Ability to multitask and coordinate with multiple stakeholders.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Knowledge of KYC, AML, and regulatory frameworks.</span></li> </ul> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">Qualifications & Experience:</span></b></p> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Postgraduate in Finance, Commerce, or Business Administration.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">0–2 years of experience in client servicing, operations, or back-office functions within financial services or broking industry.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">NISM certification (preferred for capital market/derivatives roles).</span></li> </ul> <p class="MsoNormal"><b><span lang="en-us" xml:lang="en-us">Performance Indicators:</span></b></p> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Client satisfaction scores and retention rate.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Service TAT compliance.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Error-free operational processing.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Process improvement initiatives.</span></li> <li class="MsoNormal"><span lang="en-us" xml:lang="en-us">Regulatory and audit compliance record.</span></li> </ul> <p class="MsoNormal"> </p>