Muhammad Saud Akram

• Manage end-to-end closings including investor agreements, payment processing, Salesforce updates, and reconciliations via Retool and Sage.
• Own KYC/AML workflows: review and approve documents, conduct live ID verifications, maintain exception lists, and correspond with investors to ensure compliance.
• Handle investor account operations: bank linking, 2FA resets, SSN/EIN updates, account deletions, and deceased investor processing, collaborating with Legal and Engineering for escalations.
• Lead Short-Term Note (STN) prep and launches, including offering creation, compliance reviews, campaign setup in Customer.io, cash account setup, and tracking until funded.
• Support IPO prep and property drops: upload offerings, property photos, and market descriptions in Admin/Salesforce, ensuring accuracy and presentation quality.
• Coordinate dividend documentation, shareholder certifications, and instructions across issuers; secure signatures from leadership and manage archival in Drive.
• Partner with Legal and Finance to provide regulatory and compliance data (SEC refilings, TA requirements, dividend reporting, shareholder counts, AUM tracking, first-sale data).
• Developed and automated SQL-based operational trackers.
• Delivered ad-hoc reporting and insights for leadership, Finance, and Legal (Private Credit Fund sales tracking, shareholder counts, Reg A filings, SEC data pulls, investor-level reporting).
• Contributed to self-service PII change workflows with Engineering, reducing Ops overhead and improving security for investor data changes.

• Developed and led a world-class payments account management function, ensuring customer value delivery and retention.
• Managed and coached a team of account managers, driving executive business reviews and long-term customer adoption.
• Increased retention, renewal, and upsell opportunities through structured account strategies.
• Resolved customer escalations by collaborating cross-functionally on strategic solutions.
• Conducted program analysis using dashboards, KPIs, and system data, recommending process improvements.
• Designed and executed activation, retention, and customer communications experiments, generating actionable insights.

• Built and scaled the Onboarding & Transaction Growth Team from 3 to 10 members.
• Designed onboarding & retention strategies that increased first transactions and utilization rates.
• Created objection handling guides, training content, and call scripts for customer-facing teams.
• Collaborated with RiskOps, Sales, and Product to streamline KYC, card issuance, and lead routing processes.
• Supported sales enablement by processing 4000+ card opportunities and routing 3000+ leads.

• Built a new operations team from scratch (recruitment, SOPs, KPIs).
• Drove $500K+ in ARR via Progressive Insurance Lead Gen project through process improvements and marketing campaigns.
• Increased funnel efficiency by creating call scripts, email campaigns, and prospecting workflows.
• Conducted customer research (Voyager Project), influencing product roadmap and landing page improvements.

• Consistently exceeded performance KPIs, generating high-quality insurance leads.
• Developed SOPs and trained new hires, improving team productivity.
• Maintained 50+ daily customer interactions, ensuring customer satisfaction.

• Oversaw customer onboarding for VG, AG, and DC products, ensuring adoption in first 90 days.
• Handled 40+ calls daily, providing technical support and issue resolution.
• Improved retention by resolving issues without escalation.

• Delivered 100+ real-time lead enrichments daily with high accuracy.
• Conducted QA and vetted data at scale, ensuring SDRs and AEs had reliable leads.

• Processed and QA’d 600–1000+ images per day, extracting and validating project data.

• Managed end-to-end recruitment cycle, including job postings, resume screening, interviews, and offers.
• Prepared contracts, promotion letters, and employee engagement initiatives.
• Operated SAP HR module for employee master data and processed insurance claims.

• Designed job descriptions, sourced candidates, and executed full-cycle recruitment.
• Introduced Google Drive tracking system for candidate management.

Compiled and processed annual confidential reports (ACRs) for performance reviews and promotions.

• Supported corporate sales operations, assisting with database updates and client communication.