Commodity Currency - Commodity Institution - Relationship Manager - West

Job Role: Operations – Service Relationship Manager (Service RM)

Department: Commodity Currency – Institution

Location: Worli (Nirlon House)

Reports To: Associate Vice President (M5)

Job Purpose:

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.

Key Responsibilities:

1. Client Servicing & Relationship Management

• Act as the first point of contact for all operational and service-related queries from clients.
• Manage day-to-day client requests, including account updates, margin management, pay-in/pay-out, and reporting requirements.
• Provide accurate and timely information on transactions, holdings, and reconciliations.
• Ensure client issues are resolved promptly within defined turnaround times (TATs).
• Maintain regular follow-ups with clients to ensure satisfaction and continuous engagement.

2. Account Onboarding & KYC

• Coordinate with clients and internal teams for account opening, documentation, and KYC verification.
• Ensure all regulatory and compliance requirements are met during onboarding.
• Track and report the status of new account activations.

3. Operations & Process Management

• Liaise with internal departments (Risk, Compliance, Accounts, Dealing Desk, etc.) to ensure smooth operational flow.
• Ensure accuracy in trade processing, margin reporting, fund transfers, and reconciliation activities.
• Monitor and manage pending instructions, unprocessed transactions, and client exceptions.
• Support in audit, compliance checks, and process documentation.

4. Risk & Compliance

• Adhere to internal policies, SEBI, and exchange regulations.
• Ensure timely submission of required documents and reports.
• Identify potential risk areas in client servicing and escalate appropriately.

5. Reporting & MIS

• Prepare and maintain daily/weekly/monthly MIS on client activity, queries, and service metrics.
• Provide insights and feedback to improve process efficiency and client experience.

Key Skills & Competencies:

• Strong understanding of financial markets (Equity, Commodity, or Currency).
• Excellent client-handling and communication skills (written & verbal).
• Proficiency in MS Excel and back-office systems (e.g., ODIN, NEST, LD, CRM tools).
• Attention to detail and high accuracy in operational execution.
• Ability to multitask and coordinate with multiple stakeholders.
• Knowledge of KYC, AML, and regulatory frameworks.

Qualifications & Experience:

• Postgraduate in Finance, Commerce, or Business Administration.
• 0–2 years of experience in client servicing, operations, or back-office functions within financial services or broking industry.
• NISM certification (preferred for capital market/derivatives roles).

Performance Indicators:

• Client satisfaction scores and retention rate.
• Service TAT compliance.
• Error-free operational processing.
• Process improvement initiatives.
• Regulatory and audit compliance record.