Customer Escalation and Operations Team Member

Team Member - R&T

Job Title: Team Member R&T Operations

Department: Escalation Team

Position Grade Range: Basis eligibility and evaluation

Location: Lower Parel, Mumbai

Who we Are?

Axis Asset Management Company Ltd (Axis AMC), founded in 2009, is one of India's largest and fastest-growing mutual funds. We proudly serve over 1.3 crore customers across 100+ cities with utmost humility.

Our success is built on three founding principles:

• Long Term Wealth Creation
• Customer-Centric Approach
• Sustainable Relationships

Our investment philosophy emphasizes risk management and encourages partners and investors to move from transactional investing to fulfilling critical life goals. We offer a diverse range of investment solutions to help customers achieve financial independence and a happier tomorrow.

Our recent accolades:

• Great Place to Work Certification (Feb 2024- Feb 2025)
• Brandon Hall Group HCM Excellence Awards for Learning & Development 2022 - Silver Award
• Morningstar Awards 2022: Best Fund House: Equity, Debt & Overall
• Outlook Money Awards 2021: GOLD in Equity AMC of the Year 2021
• World Leadership Congress & Awards 2022: Business Transformation Leadership Awards Digital Transformation Project (Mobile App)

Key Responsibilities:

1. Handle escalated customer queries, complaints, and concerns with professionalism and empathy, ensuring that each interaction is approached with sensitivity and a commitment to customer satisfaction.
2. Coordinate with internal departments to investigate and resolve issues promptly, facilitating effective communication and collaboration across teams for swift resolution.
3. Document escalation cases accurately and maintain detailed records of all actions taken throughout the resolution process, ensuring transparency and accountability.
4. Communicate proactively with customers, providing regular updates as well as clear and concise information regarding resolutions, thereby maintaining trust and transparency.
5. Analyse trends in escalations to identify underlying problems and suggest process improvements, contributing to the continuous enhancement of service delivery and operational efficiency.
6. Maintain compliance with internal policies and regulatory requirements, ensuring all actions and decisions are aligned with company standards and legal regulations.
7. Support and handle timely month-end, quarter-end, and year-end reporting related to complaints, ensuring accuracy and completeness in all reports and submissions.
8. Manage SEBI and AMFI escalations, addressing regulatory concerns and ensuring proper communication and resolution regarding these authorities.
9. Collaborate on process automation initiatives, actively contributing to ideation, testing (UAT), and rollout to improve team efficiency and effectiveness.
10. Ensure timely and error-free preparation of Query/Request/Grievance/Complaint MIS, maintaining high standards of accuracy and reliability in management information systems.
11. Respond promptly to internal and external queries, demonstrating a commitment to service excellence and timely communication across all stakeholders.