Client Services Manager

Responsibilities

• From Client Delivery & Operations: Responsible for managing client data extraction requests and ensuring timely delivery of outputs in the agreed format and within stipulated turnaround times.
• From Client Delivery & Operations: Allocate and oversee exception processing activities across team members to ensure efficient resolution.
• From Client Delivery & Operations: Drive team productivity and quality performance in alignment with organizational objectives and service standards.
• Increase automation adoption by initiating new document training requirements and facilitating defect resolution.
• Collaborate closely with the technology team to prioritize document training initiatives and defect remediation activities.
• Manage Service Level Agreements (SLAs) related to quality, turnaround time, and productivity metrics.
• Prepare and communicate status reports to both internal and external stakeholders on a regular basis.
• Independently manage client relationships, internal stakeholder expectations, and team operations.
• Define business requirements for new document training initiatives and address business and operational queries.
• Apply deep domain expertise and business acumen to deliver high-quality insurance products and services.
• Participate in client meetings, presentations, and Proof of Concept (POC) demonstrations.

Delivery Ownership

• Own end-to-end execution, quality, and predictability of all deliverables with a focus on measurable business outcomes.
• Ensure delivery accountability for strategic client relationships by consistently meeting SLAs, quality benchmarks, and cost objectives.
• Proactively identify delivery risks and implement corrective actions when performance expectations are not achieved.

Leadership & People Management

• Lead, mentor, and develop a team of 25-30+ direct and indirect reports.
• Drive performance management, career development, employee engagement, retention initiatives, and foster a strong team culture.

Talent Acquisition & Team Building

• Build and scale delivery teams to support business growth and client requirements.
• Develop talent pipelines and address critical skill gaps through cross-training initiatives and exposure to multiple client engagements.
• Facilitate effective cross-regional collaboration and resource optimization.

Operational Excellence

• Establish and enforce standard operating procedures for delivery planning, execution, escalation management, and reporting.
• Drive structured review cadences, delivery governance, operational metrics tracking, and executive visibility across programs.

Qualifications

• Education Requirements: M.B.A or Bachelors degree

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