Director Investor Relations

Kotak Alternate Asset Managers Ltd.

The candidate in this role will oversee the development and execution of strategies to enhance investor satisfaction, loyalty, and retention at KAAML. The role requires leadership in managing client relationships, improving service delivery, and aligning customer relations strategies with the company's business objectives. KAAML customer profile comprises of Family Offices, UHNIs and Institutions. Customer Engagement will be highly evolved and require premium level of servicing.

About the Role

The candidate in this role will oversee the development and execution of strategies to enhance investor satisfaction, loyalty, and retention at KAAML.

Responsibilities

• Strategic Leadership:
• Develop and implement customer relationship management (CRM) strategies tailored for KAAML
• Align customer relations initiatives with overall business goals and market demands.
• Monitor industry trends and competitor activities to ensure a competitive edge.
• Customer Experience Management:
• Oversee the design and delivery of a superior customer experience across all touchpoints.
• Act as a customer advocate to ensure their voice is represented in strategic decisions.
• Team Leadership and Development:
• Build and lead a high-performing customer relations team.
• Provide training, coaching, and mentorship to team members.
• Foster a culture of customer-centricity and continuous improvement.
• Relationship Management:
• Build and maintain relationships with high-value clients and key stakeholders.
• Resolve escalated issues and implement measures to prevent recurrence.
• Actively seek customer feedback and incorporate insights into operational improvements.
• Data-Driven Decision Making:
• Analyze customer data to identify trends, challenges, and opportunities.
• Utilize CRM tools and technologies to enhance relationship management and reporting.
• Set and monitor KPIs related to customer satisfaction, retention, and service efficiency.
• Compliance and Risk Management:
• Ensure all customer interactions adhere to regulatory standards and company policies.

Qualifications

• Master's degree in Business Administration
• Minimum of 15-18 years of experience in customer relations or client-facing roles with AIF/PE/AMC/Wealth outfits background only
• Proven track record in leadership, strategic planning, and customer-focused initiatives.

Required Skills

• Exceptional communication and interpersonal skills.
• Knowledge of AIFs, Advisory & Fund Business
• Strong analytical and problem-solving abilities.
• Proficiency in CRM platforms and data analysis tools.
• Leadership and team management capabilities.
• Customer-centric mindset with a focus on innovation and excellence.