It’s never been a more exciting time to join Vistra. 

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction.

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that. 

We have an exciting opportunity for you to join our team as Assistant Manager – Client Care team, based in our Vistra, Mumbai India . Reporting to the Associate Director, this full-time and permanent position is based in Vistra International Expansion (India) Private Limited, Mumbai India and offers regional coverage, allowing you to make a significant impact to our GDH operations department and its’ growth.

Key responsibilities:

Client Communication & Acknowledgements

Responsible for managing and overseeing all client-facing communications to ensure every client receives a prompt, professional, and empathetic response.

•  Ensure all client emails are acknowledged within defined SLA timelines (≥95% within 4–24 business hours), treating every acknowledgement as an opportunity to reassure the client they are in safe hands.
•  Review and take ownership of acknowledgements sent to clients, ensuring every response carries a human tone and personalized sentiment — using tools such as Microsoft Co-Pilot to assist drafting, while always applying your own judgement to ensure authenticity and warmth.
• Verify whether an enquiry relates to an existing or new client and tailor your response accordingly.
• Establish and communicate response targets through Enate workflows to set clear expectations for timely action.
• Maintain a client-first tone in all written communications, adapting language and approach to the client's context and culture.

Queue & Ticket Management

Manage the Enate work queue with precision and care, ensuring no client case is left without an owner, delayed without reason, or lost in transition.

• Carry out timely daily reviews of the Enate queue, including delegated mailboxes, to ensure all items are actioned and prioritized appropriately.
• Assign ownership of new cases to the correct country contact or service team and ensure prompt routing of queries to the appropriate function.
• Prevent cases from sitting in a wait or hold state without justification; monitor and escalate stale items proactively.
• Track and manage tickets through their full lifecycle from receipt to resolution, maintaining accurate case records in Enate.
• Coordinate with internal teams to obtain updates and keep clients informed throughout the resolution process.

Escalation Management

Identify, manage, and resolve escalated client issues in a timely manner, working with relevant internal stakeholders to protect the client relationship.

• Identify escalation triggers early — including SLA breaches, repeated queries, and client dissatisfaction signals — and initiate the appropriate escalation path.
• Coordinate escalations through the defined Escalation Matrix, involving the correct levels of seniority based on issue type and urgency.
• Maintain clear and transparent communication with the client throughout any escalation, providing regular updates until resolution.
• Act as the client's advocate within Vistra — ensuring internal teams understand the client's perspective and urgency, and that no escalation becomes lost in internal process.
• Document escalation outcomes and root causes inform process improvements and prevent recurrence.

Reporting & Performance Monitoring

Use data not just to report performance, but to identify where the client experience can be improved. Produce accurate and timely reports that enable the team and leadership to understand service performance and take action.

• Produce weekly SLA reports covering acknowledgement rates, resolution times, and queue health, shared with the Client Services leadership team.
• Conduct monthly analysis of case volume trends, identifying patterns by client, region, service type, and recurring issue.
• Monitor NPS and client retention data; flag concerns early and propose corrective actions where client satisfaction is at risk.
• Maintain and update Enate dashboards and performance tracking tools, always ensuring data accuracy and completeness.

Process Improvement

Champion a culture of continuous improvement within the Client Care team, identifying opportunities to enhance efficiency, quality, and client experience.

• Identify recurring issues and root causes; propose and implement process changes to address them.
• Contribute to the development and maintenance of standard operating procedures (SOPs) for the Client Care function.

Quality Assurance & Team Development

Act as a subject matter expert and quality champion for the team — supporting training, conducting quality checks, and helping colleagues deliver the same high standard of client care you hold yourself to.

• Conduct regular quality reviews of acknowledgements, case records, and resolution notes — providing constructive feedback that raises the standard of the whole team.
• Support the induction and ongoing training of new team members, sharing best practices and coaching on client communication quality.
• Maintain and update process documentation, guides, and training materials to reflect current best practice.
• Identify skill gaps within the team and work with the line manager to address them through targeted coaching or training.

Key requirements:

• A genuine passion for client care and a belief that every client interaction is an opportunity to make a positive impression — this is non-negotiable.
•  4–7 years of experience in a similar client-facing or client care role with a demonstrable track record of building genuine trust with clients, going beyond the transactional to make a lasting positive impression.
• Degree-level education or equivalent professional experience; financial services or professional services background advantageous.
•  Exceptional written and verbal communication skills — you write with clarity, warmth, and professionalism, and you know how to adapt your tone to the client and situation.
• Proven ability to manage competing priorities under pressure, maintaining high quality and client focus throughout.
• Hands-on experience with workflow or case management platforms (Enate experience advantageous).
• Proficiency with Microsoft Office suite; comfortable using AI-assisted tools (e.g., Microsoft Co-Pilot) as part of a professional workflow.
• Strong attention to detail and a commitment to accuracy in all communications and reporting.
• Experience working in a global or multi-jurisdictional environment, with sensitivity to cultural differences in client communication.
• A collaborative team player who shares knowledge, supports colleagues, and contributes to a positive team culture.

Company Benefits:

At our Vistra India office, we believe in putting our employees’ well-being first! We offer a hybrid working arrangement.  

Additionally, we provide attractive insurance benefits, excellent job exposure and career prospects. If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!