Account Lead-Operations

Job Description

Job Title:Account Lead Operations

Location:Whitefield, Bangalore

Job Type:Full-Time

Experience:35 Years

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We are seeking a proactive and client-focusedAccount Lead Operationsto join our Support Operations team. In this role, you will oversee end-to-end client relationship management, resolve operational issues, and ensure timely case deliveries within defined Turnaround Time (TAT). You'll be the primary point of contact between clients and internal departments.

• Build and nurture strong, long-term relationships with clients.
• Understand client objectives, expectations, and operational needs.
• Act as the single point of contact for all client communications.

• Proactively identify and address client concerns.
• Work closely with clients to develop effective solutions.
• Escalate unresolved issues to senior management when necessary.

• Investigate discrepancies and operational problems.
• Coordinate with the technical support team to resolve client-reported issues.
• Ensure quick turnaround and follow-ups.

• Track case progress and ensure timely delivery aligned with TAT.
• Provide regular updates and status reports to clients.
• Identify workflow gaps and implement process improvements.

• Collaborate with Operations, Tech Support, and Quality teams.
• Share client feedback to help enhance internal processes and service quality.

• Prepare regular reports on case metrics, KPIs, and performance trends.
• Use data insights to identify service gaps and recommend solutions.

• Bachelor's degree in Business, Communications, or a related field.
• 35 years of experience in account management, operations, or client servicing.
• Strong communication, interpersonal, and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Ability to work effectively in a fast-paced, cross-functional environment.

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