Head - Quality, Audit & Client Engagement - HNI

Key Responsibilities :

Quality Assurance & Auditing

• Design and lead comprehensive audit programs to evaluate employee service delivery, ensuring adherence to internal SOPs, SEBI regulations, and industry best practices across digital (app/web) and physical (branch/advisory) touchpoints.
• Conduct root-cause analysis on service gaps, identify trends in client complaints/escalations, and implement corrective actions to minimize errors and enhance operational efficiency.
• Develop and monitor KPIs for quality metrics, such as response times, query resolution rates, and compliance scores, using data analytics tools to drive measurable improvements.

Client Satisfaction & Analytics

• Oversee client satisfaction surveys (NPS, CSAT) and feedback mechanisms at individual, regional, and national levels; analyze data to uncover insights on pain points and opportunities in phygital interactions.
• Collaborate with cross-functional teams (sales, tech, compliance) to address satisfaction drivers, reducing churn and boosting advocacy in a competitive market.
• Benchmark client experience against industry peers (e.g., Zerodha, Groww, HDFC Securities) and recommend enhancements to personalize services for diverse segments like retail investors, HNIs, and millennials.

Client Engagement Strategy & Innovation

• Architect robust engagement programs, including loyalty initiatives, educational webinars, personalized advisory tools, and digital nudges (e.g., AI-driven portfolio alerts, gamified investment challenges).
• Lead the creation of scalable client engagement platforms, integrating CRM systems (e.g., Salesforce) with our phygital infrastructure to enable omnichannel interactions.
• Partner with marketing and product teams to launch client-centric campaigns that promote financial literacy, product adoption, and long-term relationships, targeting 20-30% YoY growth in engagement metrics.

Team Leadership & Compliance

• Build and mentor a high-performing national team of quality auditors, engagement specialists, and analysts; foster a collaborative environment aligned with our values of integrity and innovation.
• Ensure all processes comply with evolving regulations (e.g., SEBI's client protection norms, data privacy under DPDP Act); conduct risk assessments and training to safeguard client interests.
• Report quarterly insights to executive leadership, influencing strategic decisions on service enhancements and resource allocation.

Qualifications & Experience:

Education: MBA or equivalent in Finance/Business Management from a premier institute (e.g., IIMs, XLRI); CFA/CA or equivalent certification preferred.

Experience: 15+ years in financial services, with at least 7-10 years in client services, quality assurance, or engagement roles at a stock broking/distribution firm. Proven track record in phygital environments and national-level leadership.

Industry Knowledge: Deep understanding of Indian capital markets, SEBI/RBI regulations, and financial products (equities, derivatives, mutual funds, insurance).

Required Skills :

Strategic & Analytical - Expertise in data analytics (e.g., Tableau, Power BI) for satisfaction metrics and process optimization; ability to translate insights into actionable strategies.

Leadership & Communication - Exceptional people management skills; strong stakeholder influence and presentation abilities for board-level reporting.

Innovation & Tech-Savvy - Proficiency in CRM/engagement tools; experience with AI/ML for client personalization in a phygital setup.

Compliance & Risk Management - Thorough knowledge of audit frameworks (ISO 9001, Six Sigma) and regulatory auditing.

Soft Skills - Customer-obsessed mindset, adaptability to fast-paced environments, and a passion for driving client delight.

Preferred Qualifications:

• Prior experience in scaling client engagement programs that resulted in quantifiable outcomes (e.g., 15%+ NPS uplift).
• Exposure to fintech innovations or partnerships with digital platforms.
• Fluency in English and Hindi; regional language proficiency a plus for nationwide outreach.

What We Offer :

• Competitive remuneration package with performance incentives and ESOPs.
• Opportunity to shape the future of client experiences in India's booming financial sector.
• Comprehensive benefits: Health insurance, professional development, flexible work options, and a collaborative culture.