Position Description

The position will provide complete support to the Retail and Corporate teams as and when required for the effective and efficient operational growth of the business, interact with customers to provide and process information in response to inquiries and requests raised about product and services provided by HBL AMC.

Job Responsibilities

• Lead and oversee the processing of investor transactions received through Sales Teams, Distributors, and Digital Channels, ensuring accuracy, timeliness, and compliance.
• Ensure regulatory compliance by coordinating with Compliance for approvals and managing operational risk.
• Review and ensure timely preparation and dissemination of Daily Activity Reports (DAR) and other operational MIS.
• Manage digital transaction operations and drive process automation and service improvements.
• Lead, coach, and monitor team performance to achieve operational excellence and service quality.
• Serve as the escalation point for complex pre- and post-sales support and investor service issues.
• Oversee the resolution of operational discrepancies, customer complaints, and high-risk investor accounts (KYC/AML/CRS, deceased accounts, expired CNIC, etc.).
• Strengthen collaboration with Operations, Compliance, Sales, and other stakeholders to enhance service delivery and operational efficiency.
• Ensure timely issuance of CGT challans, tax certificates, account statements, cheques, and other investor documents.
• Monitor document management and coordination with regional offices and administrative teams.
• Identify and implement process improvements, internal controls, and operational efficiencies.
• Ensure adherence to company policies, regulatory requirements, and service level agreements (SLAs).
• Prepare management reports and operational insights to support decision-making.
• Lead operational projects and perform additional responsibilities assigned by senior management.

Required Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Strong Team Management Skills.
• Excellent Communication & Presentation Skills.
• Strong Problem-Solving Skills.
• Strong understanding of Operations and SQ requirements and processes.
• Command on products, services and industry knowledge / dynamics.
• Highly proficient in MS Office and CRM/Other Applications/Utility.
• Understanding of Digital & Technology based Services

Required Education & Experience

• Minimum Bachelor (Preferably Masters) from any reputed/ HEC recognized university
• Minimum of 2 – 3 years of relevant experience in support function and customer service within financial industry.