Account Lead -Operations

Job Overview

We are seeking a proactive and client-focused Account Lead – Operations to 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.

Key Responsibilities

1. Client Relationship Management

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  Build and nurture strong, long-term relationships with clients.

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  Understand client objectives, expectations, and operational needs.

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  Act as the single point of contact for all client communications.

2. Issue Resolution

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  Proactively identify and address client concerns.

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  Work closely with clients to develop effective solutions.

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  Escalate unresolved issues to senior management when necessary.

3. Troubleshooting

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  Investigate discrepancies and operational problems.

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  Coordinate with the technical support team to resolve client-reported issues.

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  Ensure quick turnaround and follow-ups.

4. Case Management

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  Track case progress and ensure timely delivery aligned with TAT.

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  Provide regular updates and status reports to clients.

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  Identify workflow gaps and implement process improvements.

5. Cross-Functional Coordination

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  Collaborate with Operations, Tech Support, and Quality teams.

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  Share client feedback to help enhance internal processes and service quality.

6. Client Reporting & Analytics

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  Prepare regular reports on case metrics, KPIs, and performance trends.

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  Use data insights to identify service gaps and recommend solutions.

Qualifications

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  Bachelor's degree in Business, Communications, or a related field.

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  3–5 years of experience in account management, operations, or client servicing.

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  Strong communication, interpersonal, and problem-solving skills.

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  Excellent organizational skills and attention to detail.

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  Ability to work effectively in a fast-paced, cross-functional environment.