Assistant Manager-Customer Support

Job Description: Asst Manager /Manager Customer Support at Company: Equentis Wealth Advisory Services Ltd.

Title: Assistant Manager

Location : Bangalore

Reports To : Asst. General Manager

About us:

Established in 2016, Equentis Wealth Advisory is a SEBI registered investment advisor dedicated to providing innovative and comprehensive financial solutions. Our commitment to excellence and

customer satisfaction has positioned us as a trusted partner in the financial industry. We are currently seeking a dynamic and experienced Asst Manager / Manager to assist our Customer Support team.

Website: https://www.equentis.com/

Position Overview:

We are seeking a dynamic Operations & Query Management Specialist to step into the role of Assistant Manager / Manager of Customer Support. The ideal candidate will combine a strong background in

customer service with a deep understanding of the stock market. This professional will drive operational efficiency by managing end-to-end refund processes, resolving complex queries, and aligning cross-functional teams. The role demands a proactive problem-solver with a strong ROI mindset who is committed to continuous process optimization and supporting organizational growth.

Responsibilities:

1. Query Management & Risk Tagging:

• Efficiently handle inbound and outbound client communications, including PRM and escalated queries via email and phone.

• Maintain real-time compliance tracking by ensuring the timely tagging of negative queries and executing Bad Bank Tagging.

2. Refund Management & Reporting:

• Oversee the master refund file and execute the complete refund workflow.

• Lead PMP Bengaluru refund meetings, document Minutes of Meeting (MOM), distribute the Monthly Refund Summary, and conduct Root Cause Analysis (RCA) to strategically minimize

refunds.

3. Process Improvement and Collaboration:

• Continuously evaluate customer support workflows to enhance operational effectiveness.

• Act as the primary liaison between the support team and internal stakeholders (such as the Bengaluru Sales, Business, and Nervecell teams) for immediate troubleshooting.

• Organize and lead monthly alignment meetings to evaluate service delivery and eliminate bottlenecks.

4. Self-Growth & Performance Tracking:

• Monitor individual performance metrics to guide professional development.

• Ensure 100% completion of all assigned training modules, including Consumption of Spoon Feeding and any specific materials provided.

Organizational Goals & Core Objectives

• ROI Mindset: Proactively save potential refund cases while maintaining zero SEBI complaints through strict compliance and resolution management.
• Eliminate Bottlenecks: Actively identify operational and process gaps, implement sustainable fixes, and streamline cross-team workflows.
• Everyday Counts: Maintain high accountability regarding time management and Organizational Attendance Policy, minimize unplanned leaves, and consistently prioritize business commitments.
• Continuous Innovation: Contribute innovative ideas to boost individual and team productivity, improve operational workflows, and reduce overall costs.
• Think Global: Developing a global perspective requires moving beyond KRA to understand the interconnected systems that shape the organisation.

Qualifications & Skills Required

• Bachelors degree in business, Finance, or a related field/Postgraduate (MBA in Finance is

preferable)

• Certification of NISM XXVB is mandatory before joining.

• Minimum of 3-4 years of experience of working with a SEBI registered intermediary such as, Stockbroker, Investment Advisor, Portfolio Manager Service

• NISM Certification (Series XA and XB) is preferred.

• Excellent organizational and time-management skills