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About the GSS-India:
Our GSS India team delivers a wide range of shared services and operational support functions to business units and stakeholders across the organization. We manage critical processes, ensure adherence to policies and processes, support process improvements and standardization initiatives, and provide timely resolution of customer queries. The team collaborates closely with internal and external stakeholders to enhance service quality, drive efficiency, and support business objectives through continuous improvement and digital transformation initiatives. Joining us offers broad exposure to global operations, cross-functional collaboration, process excellence, and opportunities to develop expertise in shared services, stakeholder management, and business process optimization.
What are the Core Responsibilities:
Serve as the primary point of contact for investors across multiple communication channels (phone, email, chat, and branch interactions).
Assist customers with mutual fund account opening, KYC updates, and transaction-related processes.
Address investor queries related to investments, redemptions, SIPs, STPs, SWPs, fund performance, and account statements.
Provide guidance on operational procedures, documentation requirements, and regulatory compliance.
Resolve customer complaints and service requests within defined turnaround times (TATs).
Coordinate with Registrars & Transfer Agents (RTAs), distributors, custodians, and internal stakeholders to ensure seamless service delivery.
Process and track investor requests, including changes in personal details, bank mandates, nominations, and FATCA declarations.
Educate investors on digital platforms, self-service options, and online transaction capabilities.
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Ensure adherence to SEBI, AMFI, and company policies while handling customer interactions and transactions.
Monitor and maintain service quality standards, customer satisfaction levels, and operational accuracy.
Identify recurring issues and recommend process improvements to enhance customer experience and operational efficiency.
Maintain accurate records of customer interactions, requests, and resolutions in CRM systems.
Support product launches, policy changes, and investor communication initiatives.
Escalate complex cases and potential risk issues to relevant teams for timely resolution.
Contribute to customer retention and relationship-building efforts through proactive engagement and exceptional service delivery.
What are the Strategic Responsibilities:
Develop and execute customer service strategies aligned with organizational goals and investor experience objectives.
Drive customer-centric initiatives to improve investor satisfaction, loyalty, and retention.
Analyse customer feedback, service metrics, and industry trends to identify improvement opportunities and enhance service delivery.
Lead digital adoption initiatives by promoting self-service platforms, mobile applications, and automated customer journeys.
Ensure service delivery frameworks comply with regulatory requirements, internal policies, and industry best practices.
Identify and implement process improvement and automation opportunities to reduce turnaround times and enhance accuracy.
Support new product launches, regulatory changes, and business transformation initiatives through effective customer communication and readiness planning.
Establish and monitor key performance indicators (KPIs) and service standards to drive operational excellence and continuous improvement.
Build strong relationships with internal and external stakeholders to influence service enhancements and achieve business objectives.
Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there’s a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.
Hear more from our employees
By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life’s adventures, taking care of your family members, or making a positive impact in your community, we aim to have them covered.
Highlights of our benefits include:
Professional development growth opportunities through in-house classes and over 150 Web-based training courses
An educational assistance program to financially help employees seeking continuing education
Medical, Life and Personal Accident Insurance benefit for employees. Medical insurance also cover employee’s dependents (spouses, children and dependent parents)
Life insurance for protection of employees’ families
Personal accident insurance for protection of employees and their families
Personal loan assistance
Employee Stock Investment Plan (ESIP)
12 weeks Paternity leave
Learn more about the wide range of benefits we offer at Franklin Templeton
Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation. Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation or adjustment to search for or apply for one of our positions, please send an email to accommodations@franklintempleton.com . In your email, please include the accommodation or adjustment you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.
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Full-time
Entry · 2+ years experience
Onsite
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