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About the Role:

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

Key Responsibilities:

Develop, document, and implement robustproduction support processes to ensure efficiency and consistency.

Establish workflows for incident management,problem resolution, and change control.

Periodically review and optimize processes forscalability and alignment with business objectives.

Provide strategic direction and leadership tothe production support team.

Act as the escalation point for critical issuesand ensure timely resolution.

Foster a culture of ownership, accountability,and continuous improvement within the team.

Oversee the creation of Management InformationSystem (MIS) reports to track team performance, SLA adherence, and issuetrends.

Present actionable insights and recommendationsto senior management based on data analysis.

Ensure transparency in reporting and communicatekey metrics to stakeholders.

Recruit, mentor, and manage a high-performingproduction support team.

Conduct regular performance reviews and provideconstructive feedback.

Identify skill gaps and organize trainingprograms 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 learningprograms and certifications.

Drive post-incident reviews to extract learningsand avoid recurrence.

Regularly engage with customers to gatherfeedback on support services.

Implement measures to address customer concernsand enhance satisfaction.

Develop a customer-first mindset within the teamto ensure a positive experience.

Align production support strategies with thecompany\u2019s growth objectives.

Partner with cross-functional teams to ensureseamless integration of new products or services into production.

Proactively identify opportunities to reduceoperational costs and improve support efficiency.

Requirements

Ideal Candidate Profile:

Financial Services Expertise: Previousexperience in the financial services industry is required, with a focus on theCapital Market domain. Should keep self-aware of compliance aspects andregulator updates.

Certifications: Preference for candidates whohave passed the NISM V Exam or have similar credentials.

Analytical Skills: Strong understanding offinancial concepts, with the ability to analyze user challenges and explainsolutions across various levels of financial literacy.

Empathy & Communication: Ability toempathize with users and articulate issues clearly in both written and spokenEnglish.

Preferred Domain Experience:

Asset Types: Exposure to Mutual Funds, DirectEquity, 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 ofCorporate Actions, and their implications, Computation of portfolio performance

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Account Manager