About the role
This leadership role involves full ownership of client account management, overseeing the entire background verification process, and delivering high-quality service aligned with client expectations. The candidate must demonstrate operational excellence, strong client communication, team coordination, and analytical capabilities.
Responsibilities:
- End-to-end account management for key accounts.
- Oversight of pre-initiation functions, backend verification, report management, and client backend support.
- Serve as the primary escalation point for client concerns, ensuring prompt and satisfactory resolution.
- Coordinate across departments to ensure timely and accurate report delivery.
- Create internal strategies to manage workload spikes and ensure continuity of operations.
- Track and monitor SLA adherence, highlighting delays or bottlenecks proactively.
- Analyze operational data and translate findings into actionable improvements.
- Lead internal reviews, team huddles, and feedback loops for continuous process enhancement.
- Support team members in high-pressure situations, providing leadership and guidance.
- Ensure timely communication and MIS reporting as per client expectations.
Requirements:
- Currently holding a role as Team Leader, Assistant Manager, Manager, or Senior Manager.
- Excellent verbal and written communication skills in English.
- Strong planning, strategizing, and multitasking capabilities.
- Ability to manage multiple points of contact and maintain seamless coordination.
- Capable of working independently with minimal supervision.
- Mature, with the ability to perform under pressure and handle high workloads.
- Willingness to stretch beyond working hours to meet client needs.
- Proficiency in MS Office tools and reporting platforms.
- Experience in background verification or client servicing preferred (5+ years).