Account Operations Coordinator

Role Summary

Account Operations Coordinator

Key Responsibilities & Expected Outcomes

1. Maintain Account Dossiers

• Prepare and continuously update account documents for each banking customer, including org charts, key contacts, contract details, billing constructs, SLAs, and active projects.

• Outcome:

  A ready, accurate snapshot of each account available on demand.

1. Prepare Account Health Dashboard (Weekly)

• Maintain weekly health status for each account—document open issues, customer escalations, delivery risks, and mitigation progress.
• Work with MDs to collect health metrics.

• Outcome:

  Early identification of

  red/yellow

  accounts with clear actions in place.

1. Track Renewals and Risks

• Maintain a renewal calendar across all accounts; flag upcoming renewals or risks

  ≥90 days

  in advance.
• Ensure CRM opportunities/deals are created/updated and followed through until closure.

• Outcome:

  No renewals missed; CRM hygiene and deal progression consistently tracked.

1. Prepare QBR Decks (First Draft)

• Collaborate with MDs to prepare near-ready QBR presentations including delivery metrics, achievements, risks, and recommendations.

• Outcome:

  Near-final deck available for VP review before client meetings.

1. Analyze Delivery Trends

• Collect data from delivery teams and prepare simple analyses on SLA performance, defects, incident trends, backlog, velocity, and key improvements.

• Outcome:

  Insightful reports highlighting what’s working well and where focus is needed.

1. Identify Upsell & Cross-sell Opportunities

• Study project usage, new requests, change notes, and delivery discussions to propose data-backed growth ideas.

• Outcome:

  Regular pipeline of

  data-driven

  upsell/cross-sell ideas shared with VP.

1. Maintain Risk Register & Action Tracker

• Maintain a consolidated tracker for risks, issues, decisions, and actions across accounts with owners, due dates, and status.

• Outcome:

  No open items missed; easy status tracking during internal reviews.

1. Coordinate & Draft Proposals / Customer Decks

• Work with MDs and Practice Heads to draft customer proposals and presentations.
• Follow up with Practice Heads for technical/solution content; ensure drafts align with the customer’s stated needs (shared by VP).

• Outcome:

  On-time draft proposals/decks, aligned to customer expectations and ready for finalization.

1. Coordinate with Internal Teams

• Follow up with Delivery, Finance, Recruitment, and PMO for timely updates (resourcing, billing, invoicing status, project milestones).

• Outcome:

  All background work completed ahead of customer meetings; smooth internal readiness.

Qualifications

• Education:

  Bachelor’s degree in Business, Engineering, IT, or related field. MBA is a plus.

• Experience:

  3–6 years in account operations, PMO, pre-sales coordination, or delivery analytics—preferably in IT services or banking domain.

• Domain:

  Familiarity with banking processes, SLAs, governance, and compliance frameworks is advantageous.

Skills & Competencies

• Operational Excellence:

  Strong process orientation; ability to set up and maintain trackers, calendars, and dashboards.

• Data & Reporting:

  Proficient in Excel/Google Sheets (pivot tables, lookups), PowerPoint (storyboarding), and basic data visualization.

• CRM & Documentation:

  Experience with CRM tools (e.g., Salesforce, HubSpot, Dynamics) and document repositories (SharePoint/Confluence).

• Communication:

  Clear written and verbal communication; ability to synthesize complex delivery data into executive-ready insights.

• Collaboration:

  Works effectively with MDs, Practice Heads, Delivery, Finance, Recruitment, and PMO.

• Follow-through:

  High ownership, strong follow-up discipline, and ability to drive closure on open items.

• Analytical Thinking:

  Ability to spot trends, forecast risks, and propose actionable recommendations.