Account Manager

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