Associate Team Lead - Client Services 6

Experience: 3–4 Years(Candidates must have 3–4 years of overall experience, including a minimum of 1–2 years of experience as a Team Leader in Client Support, Customer Support, or Business Process Operations.)

Employment Type: Full-Time | Permanent

Location: Aundh, Pune

Work Mode: Work from Office

Role Overview

We are seeking an experienced and proactive Associate Team Leader – Client Services to lead client support operations and drive team performance. The ideal candidate should possess strong leadership capabilities, excellent communication skills, and hands-on experience in managing client-facing teams while ensuring operational excellence and superior service delivery.

Key Responsibilities

Team Leadership

• Lead, mentor, and coach Team Leads, SMEs, and support associates.
• Monitor team performance, productivity, and adherence to KPIs and SLAs.
• Conduct one-on-one meetings, coaching sessions, and performance reviews.
• Identify training needs and collaborate with Quality and Training teams to improve team performance.
• Foster a positive, collaborative, and high-performing work environment.

Operations Management

• Oversee day-to-day operations of assigned client accounts.
• Ensure smooth service delivery while maintaining quality and operational standards.
• Manage team schedules, attendance, leave planning, and resource allocation.
• Monitor operational metrics and implement process improvements to enhance efficiency.
• Maintain process documentation and ensure compliance with SOPs.

Client Management

• Serve as the primary point of contact for assigned client accounts.
• Build and maintain strong client relationships through proactive communication.
• Manage client escalations and ensure timely issue resolution.
• Participate in client meetings and provide operational updates and performance insights.
• Ensure agreed service levels and business objectives are consistently achieved.

Quality & Continuous Improvement

• Analyze operational reports and identify opportunities for improvement.
• Partner with Quality and Training teams to enhance service standards.
• Drive process optimization initiatives and implement corrective actions.
• Ensure compliance with organizational policies and audit requirements.

Skills & Competencies

• 3–4 years of experience in Client Support, Customer Support, or Business Process Operations.
• Minimum 1–2 years of experience leading teams.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written English communication.
• Strong client relationship management and stakeholder handling skills.
• Excellent analytical, decision-making, and conflict-resolution abilities.
• Ability to work in a fast-paced, target-driven environment.
• Strong organizational and time management skills.
• Proficiency in MS Office and operational reporting tools.

Benefits

• Health Insurance
• Paid Time Off
• Provident Fund
• Leave Encashment

Apply Now

Interested candidates can share their updated resumes at [Confidential Information].