How Is Client Servicing Managed Between IIFL and the Franchise Partner?

Client servicing in a franchise model works best when roles are clearly defined. The client servicing model franchise approach at IIFL Capital is designed to balance relationship ownership with operational efficiency. Partners remain the primary point of contact, while backend support ensures smooth execution.

Summary:

• How partner client servicing and backend support are divided

• Roles of partners and IIFL in client servicing

• How queries and issues are handled

• Benefits of the shared servicing model

• How IIFL client servicing ensures consistency and quality

Overview of the IIFL–Franchise Partner Servicing Model

The servicing model is built on collaboration. Partners manage relationships. IIFL manages backend operations. This ensures both efficiency and client trust.

Role	Responsibility
Franchise partner	Client relationship and advisory
IIFL	Backend execution and operations

Partner-Led Client Relationship Management

Partners are the face of the relationship. They handle client interactions, advisory discussions, and ongoing engagement. This strengthens trust and continuity.

IIFL’s Role in Backend and Operational Servicing

IIFL client servicing supports partners by managing execution, systems, and operational workflows. This ensures accuracy and reliability without replacing the partner.

Client Servicing Responsibilities of the Franchise Partner

Partners play a central role in managing client relationships and delivering advisory.

Client Onboarding and Relationship Management

Partners guide clients through onboarding and ensure a smooth start. They remain involved throughout the client lifecycle.

Understanding Client Needs and Investment Goals

Advisory is driven by understanding:

• Financial goals

• Risk appetite

• Investment horizon

This ensures suitability and better outcomes.

Ongoing Client Communication and Portfolio Reviews

Partners handle:

• Regular updates

• Portfolio reviews

• Market discussions

This keeps clients informed and engaged.

Partner Responsibilities Overview

Activity	Outcome
Onboarding	Smooth client entry
Advisory	Goal-aligned investments
Communication	Strong engagement

Client Servicing Support Provided by IIFL

IIFL operational support complements partner efforts by handling backend processes.

Operational Processing and Transaction Support

IIFL manages:

• Trade execution

• Settlement processes

• Transaction handling

This ensures speed and accuracy.

Handling Account Maintenance and Service Requests

Routine servicing includes:

• Account updates

• Documentation changes

• Service requests

This reduces partner workload.

Technology Platforms That Enable Seamless Servicing

Platforms provide:

• Real-time visibility

• Portfolio tracking

• Reporting tools

This supports efficient coordination between partners and backend teams.

Support Framework

Support Area	Benefit
Transaction processing	Faster execution
Account servicing	Reduced effort
Technology platforms	Better transparency

How Client Queries and Issues Are Resolved

A structured approach ensures timely resolution and clear accountability.

First-Level Support Through the Franchise Partner

Partners are the first point of contact. They understand client concerns and provide immediate responses.

Backend Support and Escalation Through IIFL

For operational or complex issues, IIFL steps in through its support teams. This ensures quick and accurate resolution.

Query Resolution Flow

Step	Responsibility
Initial query	Partner
Escalation	IIFL support
Resolution	Coordinated effort

Benefits of the Shared Client Servicing Model

This model combines relationship strength with operational efficiency.

Improved Client Experience and Trust

Clients receive personalised attention from partners and reliable execution from IIFL. This builds confidence and satisfaction.

Operational Efficiency for Franchise Partners

Partners can focus on advisory and growth while backend processes are handled efficiently.

Servicing Model Benefits

Benefit	Outcome
Clear roles	Better accountability
Backend support	Reduced workload
Partner focus	Business growth

How IIFL Ensures Service Quality Across Partners

Consistency in servicing is maintained through structured processes and support systems.

Standardised Servicing Processes and SLAs

Defined processes and service standards ensure timely and consistent execution.

Dedicated Support Teams for Franchise Partners

Partners have access to:

• Relationship managers

• Operational support teams

• Escalation channels

This ensures continuous support.

Partner With IIFL for Seamless Client Servicing

IIFL Capital enables a balanced client servicing model where partners lead relationships and backend teams ensure execution excellence.

Partner with IIFL Capital to deliver seamless, efficient, and client-focused servicing at scale.