RB - Burgundy Private: Service Lead

RB - Burgundy Private: Service Lead INTERNAL USAGE: No. of Vacancies: 1 Reports to: Burgundy Private Head Is a Team leader N Team Size: NA Grade: AVP, VP Business: Affluent Department: Affluent Business Sub - Department: Affluent CO Location: About Burgundy Private Burgundy Private is a private platform, that caters to the high and ultra-high net-worth customer segments. The proposition offers personalised wealth management advisory and solutions research based investment advisory, estate planning, real estate and tax advisory for for HNIs/ ultra HNIs clients. About the Role The role of a Service Lead is to support the team of Burgundy Private Bankers and Managing partners to onboard new clients and to manage service to the existing clients through service partners. Key Responsibilities Ensuring end to end client experience enhancement - Build the right set of processes for ensuring seamless transaction execution for Burgundy Private clients. NPS to be best in class 76% target for service team - Ensure creation and dissemination of client experience survey for Burgundy Private clients. Process enhancements for better service efficiency - Create optimal TATs for client onboarding and service requests for Burgundy Private Hiring - Identify, acquire and train the right resources in the Service Partners team across key locations. Budget allocation - Ensure optimal coverage of Burgundy Private Service Partners in terms of the right level of mapping at the Partner and Clients (Families) level. Team structure - Mobilizing Service Lead role to ensure better productivity across locations with enhanced customer and team management Adhering to bank compliance requirements Ensuring team alignment for bank compliance Encouraging best practices in the team to ensure compliance adherence Qualifications Graduate or Post Graduate. 10+ yrs of work experience in NBFC sector. Role Proficiencies: Knowledge of Banking & Investment products & services Delivering the firm- pit the client at the heart of our business and deliver joined up services and solutions aligned to the customers need Achieve the operational standards for the business and work within agreed procedures and guidelines displaying high level of integrity at all times Coordinate with cross functional team to manage the TAT and customer experience Provides Support to Affluent RMs Abilities Ability to work effectively across functions Ability to prioritize and make decisions in a fast-paced environment Ability to work as a part of team and contribute towards team goals Ability to manage multiple tasks/projects and deadlines simultaneously