Account Manager

Job Description

About the Role:

The Account Manager at Actlogica plays a critical role in maintaining strong client relationships by ensuring smooth operations and resolution of functional/technical issues. Will acts as the primary point of contact between clients and internal teams, ensuring client satisfaction, prompt issue resolution, and effective communication.

Key Responsibilities

• Develop, document, and implement robust production support processes to ensure efficiency and consistency.
• Establish workflows for incident management, problem resolution, and change control.
• Periodically review and optimize processes for scalability and alignment with business objectives.
• Provide strategic direction and leadership to the production support team.
• Act as the escalation point for critical issues and ensure timely resolution.
• Foster a culture of ownership, accountability, and continuous improvement within the team.
• Oversee the creation of Management Information System (MIS) reports to track team performance, SLA adherence, and issue trends.
• Present actionable insights and recommendations to senior management based on data analysis.
• Ensure transparency in reporting and communicate key metrics to stakeholders.
• Recruit, mentor, and manage a high-performing production support team.
• Conduct regular performance reviews and provide constructive feedback.
• Identify skill gaps and organize training programs to upskill team members.
• Stay updated on the latest technologies, tools, and industry best practices relevant to production support.
• Encourage the team to participate in learning programs and certifications.
• Drive post-incident reviews to extract learnings and avoid recurrence.
• Regularly engage with customers to gather feedback on support services.
• Implement measures to address customer concerns and enhance satisfaction.
• Develop a customer-first mindset within the team to ensure a positive experience.
• Align production support strategies with the company’s growth objectives.
• Partner with cross-functional teams to ensure seamless integration of new products or services into production.
• Proactively identify opportunities to reduce operational costs and improve support efficiency.

Requirements

Ideal Candidate Profile:

• Financial Services Expertise: Previous experience in the financial services industry is required, with a focus on the Capital Market domain. Should keep self-aware of compliance aspects and regulator updates.
• Certifications: Preference for candidates who have passed the NISM V Exam or have similar credentials.
• Analytical Skills: Strong understanding of financial concepts, with the ability to analyze user challenges and explain solutions across various levels of financial literacy.
• Empathy & Communication: Ability to empathize with users and articulate issues clearly in both written and spoken English.

Preferred Domain Experience

• Asset Types: Exposure to Mutual Funds, Direct Equity, Bonds, PMS, AIF, Fixed Deposits, and Loans.
• Wealth and Asset Management Ecosystem: Familiarity with operations related to Stock Brokers, RTAs (CAMS and Karvy), and Exchanges (BSE and NSE).
• Specialized Knowledge: Understanding of Corporate Actions, and their implications, Computation of portfolio performance numbers, PMS Operations

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