01Overview
Job Description:
Role Details: Designation: Executive- Digital Customer Connect & Experience, Outbound
Role type: Wealth Associate
Department: Digital
Reporting to: Deputy Manager / Senior Manager - Digital Customer Connect & Experience
Location: Mumbai HO
Your Role (summary):
This role will be responsible forEngage existing customers through outbound calls driven by service triggers, lifecycle events, and digital activity.Drive cross-sell and upsell of mutual fund products, SIPs, and digital transactions.Manage an assigned portfolio of customers with a focus on AUM growth and retention.Identify and act on redemption risks to minimize customer attrition.Leverage CRM systems and digital tools (prefilled transaction links, KYC journeys, etc.) to improve conversion rates.Maintain and strengthen relationships with high-value customers.Convert service interactions into sales opportunities through proactive engagement.Ensure superior customer experience while achieving revenue and business targets.
Your will be responsible for:
New Customer Acquisition, new SIPs, retention of customers, manage redemptions
Leverage CRM capabilities and Digital assets like prefilled transaction links to reach out to customers real time for maximum conversions
Maintain healthy relationships with high value customers
Key Performance Indicators (KPIs):
SIP Book Growth
Drive consistent expansion of the SIP portfolio through existing and new acquisitions by increased ticket size and enhancement of SIP investments from existing customers.
AUM Growth
Ensure steady growth in Assets Under Management via net inflows and market performance optimization.
Upsell and Cross-Sell Ratio
Improve product penetration by identifying and executing relevant upsell and cross-sell opportunities.
Customer Retention & Redemption Control
Proactively manage churn by minimizing redemptions and strengthening client engagement.
New Client Acquisition (NCA) & Outbound Conversion Rates
Enhance effectiveness of outbound calling strategies to improve lead conversion and client onboarding.
Activation of Inactive Investors
Re-engage dormant clients through targeted communication and tailored investment solutions.
Client Coverage
Ensure comprehensive and regular coverage of the assigned client base to maximize engagement and relationship depth.
Productivity & Talk Time Management
Maintain required productivity levels by optimizing daily activities alongside consistent and effective talk time.
The experience you bring (Educational Qualification / Experience):
Candidates should have 2 to 5 years of experience in banking & financial services, ideally from an AMC, mutual fund, wealth management, or broking background.
MBA in Marketing or Finance preferred.
Graduation (mandatory).
Mandatory Certification/s:
NISM Series VA - Mutual Funds Distributor Module certified .
