Operations Excellence Manager

Location : Mumbai

Experience : CA with 3-4 years of relevant PMS/AIF experience

Reports to : Head of Operations

Role Overview

We are looking for an experienced Chartered Accountant to take on a role within our PMS & AIF Operations team. The Operations Excellence Manager will drive the end-to-end operational framework across client onboarding, service delivery, MIS governance, distributor payouts, operational compliance, cash-flow management, and process enhancement initiatives. The ideal candidate will be responsible for leading cross-functional teams, strengthening controls, driving efficiencies, and ensuring operational excellence aligned with regulatory and organizational standards.

Key Responsibilities

1. Mentorship

• Mentor the operations team across onboarding, client servicing, MIS, and payouts.
• Establish performance standards, allocate responsibilities, and oversee team development.
• Drive a culture of ownership, accuracy, and continuous learning within the team.

2. Client Onboarding Oversight

• Provide strategic direction for the end-to-end onboarding framework for PMS & AIF clients.
• Ensure that all regulatory documentation meets SEBI standards.
• Resolve escalations and ensure a smooth experience for clients and distributors.
• Liaise with sales, legal, custodians, fund accountants, and RTA for fast-tracked onboarding.

3. Client Service Desk Leadership

• Oversee the client service desk and ensure high service quality, efficient query resolution, and adherence to SLAs.
• Implement service-level monitoring tools and strengthen escalation matrices.
• Conduct periodic reviews and introduce service improvements where required.

4. MIS Governance & Analytics

• Lead MIS strategy, ensuring accuracy, timeliness, and completeness of operational reports.
• Publish dashboards for AUM movement, onboarding status, reconciliation items, operational KPIs, and cash flows.
• Support management with insights for decision-making and operational planning.

5. Distributor / Channel Partner Payout Management

• Oversee the entire commission payout process with strong checks and maker-checker controls.
• Validate payout calculations, reconciliations, and ensure timely coordination with finance.
• Improve payout processes, documentation, and partner communication.

6. Operations Compliance & Regulatory Alignment

• Ensure that all PMS/AIF operations comply with SEBI regulations and internal audit standards.
• Lead operational audits, compliance reviews, investor grievance closure, and documentation checks.
• Strengthen policies, SOPs, risk controls, and regulatory reporting processes.

7. Cash Flow Control & Oversight

• Monitor daily cash flows including client funding, redemption processing, deployment coordination, and bank reconciliations.
• Ensure compliance with allocation norms and fund-level investment restrictions.
• Coordinate with custodians and fund accounting teams on settlements and reconciliations.

8. Process Excellence & Automation

• Identify gaps in existing operational workflows and implement process improvements.
• Introduce automation, digitization, and control enhancements across functions.
• Drive periodic reviews of SOPs, checklists, and risk-control matrices.

Skills & Competencies

• Strong leadership and team management skills
• Deep knowledge of PMS & AIF operations and SEBI regulatory framework
• Process-driven, analytical, and detail-oriented mindset
• Strong communication and stakeholder coordination
• Expertise in MIS, reporting tools, and operational dashboards
• Proven ability to drive automation and improve operating efficiency
• High integrity, problem-solving capability, and decision-making skills

Qualifications

• Chartered Accountant (CA) – Mandatory
• 3-4 years of relevant experience in PMS/AIF operations
• Experience in handling onboarding, operations compliance, fund ops, MIS, and payouts is essential