Key Responsibilities
Client Relationship Management
• Act as the operational contact for assigned clients.
• Build and maintain trusted client relationships through regular engagement, clear communication, and proactive issue management.
• Understand client priorities, constraints, and success measures; translate these into actionable internal requirements.
• Proactively identify client risks, concerns, and opportunities for improvement.
• Manage client escalations end‑to‑end, including root cause analysis, action planning, and closure communication.
Client Governance & Engagement
• Establish and manage client governance routines.
• Prepare client‑ready materials including status updates, action trackers, risk summaries, and decision logs.
• Ensure governance discussions are structured, outcome‑driven, and well documented.
• Support quarterly or periodic client reviews with insights, trends, and recommendations.
Client Requests & Cross‑Functional Coordination
• Own intake, tracking, and follow‑through of client requests, including technology, process, and operational needs.
• Coordinate across internal teams to ensure requests are addressed within agreed timelines.
• Maintain visibility of dependencies, risks, and open actions; ensure accountability across stakeholders.
• Monitor and manage RAID items that impact clients and drive mitigation actions.
Client Experience, Reporting & Improvement
• Prepare and manage client‑facing operational reports.
• Identify recurring issues affecting client experience and drive targeted process improvements.
• Participate in or lead initiatives related to quality, risk management, and continuous improvement.
Qualifications & Experience
• Bachelor’s degree in Business, Management, Operations, or related field.
• 4 to 5 years experience in client‑facing operations, client management, or engagement support roles.
• Experience working in professional services, shared services, or advisory environments preferred.
• Demonstrated ability to manage senior stakeholders and sensitive client situations.
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