Account Lead-Operations

• 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.

2. Issue Resolution

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

3. Troubleshooting

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

4. Case Management

• 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.

5. Cross-Functional Coordination

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

6. Client Reporting & Analytics

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

Qualifications

• Bachelors degree in Business, Communications, or a related field.
• 3 to 5 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.