Pallab Nag

Seasoned BFSI professional with 20+ years of experience in mutual fund operations, investor servicing, and customer success across CAMS, financial services firms, and distribution platforms. Expertise in managing end-to-end transaction lifecycle, resolving escalations, ensuring SLA adherence, and coordinating with AMCs, compliance teams, and stakeholders. Proven track record in improving service quality, enhancing client satisfaction, and driving operational efficiency in high-volume environments.

Customer Success Manager at Sanjay Mehta Financial Services Pvt. Ltd. (2025-06 – Present)

Managing end-to-end investor servicing and customer success for mutual fund and insurance clients with portfolio value exceeding ₹50 Cr.

• Manage end-to-end investor servicing and customer success for mutual fund and insurance clients with portfolio value exceeding ₹50 Cr.
• Act as primary escalation point, resolving complex client issues within defined SLAs (24-hour resolution benchmark).
• Coordinate with AMCs, compliance teams, and operations units to ensure seamless transaction processing and service delivery.
• Track and monitor SLA adherence, achieving ~98% compliance and improving customer satisfaction by 15% YoY.
• Drive client retention through proactive engagement and relationship management.

Manager – Operations at Galaxy of Homes (2024-03 – 2025-04)

Led client-facing operations including documentation, compliance coordination, and service workflow management.

• Led client-facing operations including documentation, compliance coordination, and service workflow management.
• Improved turnaround time and service efficiency through process redesign and performance tracking.
• Managed stakeholder communication and ensured smooth execution of operational activities.

Assistant Manager – Operations at Computer Age Management Services (CAMS) (2021-10 – 2024-01)

Managed mutual fund operations including investor servicing, transaction processing, and AMC coordination.

• Managed mutual fund operations including investor servicing, transaction processing, and AMC coordination.
• Acted as key interface between investors, distributors, and AMCs ensuring accurate and timely execution of transactions.
• Handled escalations, performed root cause analysis, and implemented corrective actions to reduce repeat issues.
• Ensured adherence to SLA, compliance standards, and operational accuracy benchmarks.
• Mentored team members on service quality and client communication best practices.

Assistant Manager – Operations at RV Financial Services Pvt. Ltd. (2017-01 – 2021-09)

Supported advisors and clients with mutual fund transactions, portfolio servicing, and investor queries.

• Supported advisors and clients with mutual fund transactions, portfolio servicing, and investor queries.
• Managed high-volume client interactions ensuring timely resolution and service excellence.
• Strengthened client relationships through proactive communication and issue resolution.

PGDPM in Personnel Management – Rourkela Institute of Management Services

B.Sc. – Sambalpur University