Job Description

The Client Relations & Operations Team Lead is responsible for ensuring seamless operational delivery while supporting client relationship management. The role ensures that client commitments are fulfilled efficiently, accurately, and on time, while maintaining proactive communication with stakeholders and supporting the Assistant Service Delivery & Client Manager in sustaining strong client relationships.

This position balances operational execution, team supervision, and client engagement to drive high-quality service delivery, SLA compliance, and client satisfaction.

JOB SCOPE:

Operations Management

• Oversee day-to-day operational execution for assigned service lines (background verification, assessments, etc.).
• Ensure adherence to SLAs, KPIs, accuracy, and compliance standards.
• Monitor team productivity, workload distribution, and queue management to prevent backlogs.
• Identify operational risks and escalate issues to the Assistant Service Delivery & Client Manager.
• Implement process improvements, automation initiatives (e.g., Sherlock v2), and workflow optimization.
• Maintain operational dashboards and performance tracking for continuous monitoring.

Client Management Support

• Serve as secondary point of contact for clients on operational matters.
• Assist in managing client expectations and ensuring service satisfaction.
• Provide data, SLA reports, and operational updates for client business reviews.
• Collaborate with clients to resolve operational issues and queries promptly.
• Highlight trends, risks, or process gaps that may affect client experience.

Team Leadership

• Lead, coach, and mentor operational staff toward high performance.
• Conduct daily huddles, workflow alignment sessions, and performance check-ins.
• Support onboarding, training, and development of team members.
• Drive accountability, engagement, and adherence to operational SOPs.

Quality & Continuous Improvement

• Track SLA compliance, accuracy, and turnaround times.
• Partner with Quality Assurance to minimize errors and rework.
• Drive operational process improvement initiatives and efficiency gains.
• Ensure proper documentation, compliance, and audit readiness.

Stakeholder Coordination

• Collaborate with internal teams (Operations, Quality, IT, Billing, Client Services) to optimize processes.
• Support Assistant Service Delivery & Client Manager in client escalations or operational discussions.
• Contribute insights to strategy discussions regarding operations and client experience.

QUALIFICATIONS:

Education

• Bachelor's degree in Business, Operations, HR, or related field.

Experience

• 2–4 years of experience in operations and client management, preferably in B2B, HR services, or BPO environments.
• Strong understanding of SLA governance, workflow management, and process optimization.
• Experience in CRM systems, reporting tools, and operational dashboards.
• Proven ability to lead a team and interact with clients professionally.