Job Description

To lead and manage the Client Support Executive team to deliver efficient, accurate, and timely client support services through well-designed processes, disciplined workflows, and strong execution standards. The role ensures Client Managers are optimally supported through a structured buddy system, enabling improved client experience, scalability, and operational excellence.

General Responsibilities

• On-time delivery of client support outputs
• Accuracy and error-free rate of reports and documentation
• Process cycle-time improvements
• SLA adherence, Internal stakeholder (Client Manager) satisfaction and measurable workflow efficiency gains
• Design, implement, and continuously improve client support processes and workflows
• Ensure deadlines, SLAs, and service standards are consistently met.
• Ensure accuracy, completeness, and compliance of all clientrelated documentation and reporting
• Enable Client Managers through a structured buddy system
• Ensure timely, accurate information flows to clients via Client Growth Managers
• Act as first escalation point for operational and administrative issues
• Define, track, and report process KPIs and service metrics
• Identify inefficiencies, risks, and improvement opportunities
• Support client onboarding readiness from a system and process perspective
• Lead, coach, and performance-manage, Client Support Executives.
• Allocate workload effectively and manage priorities across multiple clients
• Build a disciplined, high-performing, client-centric support team

Functional Skills and Knowledge

• Strong process design and workflow management skills
• High attention to detail and execution discipline
• Strong analytical and KPI mindset
• Effective leadership and coaching capability
• Confident cross-functional communicator

Education

• Diploma or Bachelor’s degree in Business Administration, Operations, or equivalent

Years of Experiences

• 3 Years to 5 Years in client operations, support, or coordination roles.
• 2+ years in team leadership or supervisory capacity (preferred)

Why It’s Great to Work at DKSH

At DKSH, we are driven by a purpose that goes beyond the ordinary: enriching people's lives. Through the products and services we provide, DKSH positively impacts millions of lives everyday. Join our team where entrepreneurship meets flexible work arrangements. Take the leap and start a journey where you can grow and make a difference! https://www.dksh.com/careers