The role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Operations Account Executive based in India.
This role is focused on managing client complaints, disputes, and operational matters while maintaining high standards of service and accountability.
You will act as a key point of contact for clients, ensuring issues are investigated thoroughly and resolved fairly and efficiently.
The position combines client relationship management with SLA monitoring, reporting, risk identification, and operational administration.
You will collaborate with teams such as Operations, Compliance, and Legal to address complex cases and identify systemic improvements.
Your work will contribute to stronger client relationships, improved processes, and consistent adherence to contractual and regulatory requirements.
The role requires someone who can balance strategic thinking with hands-on execution in a fast-paced, deadline-driven environment.
It offers an opportunity to develop broad operational and client-management expertise within a collaborative and internationally oriented team.
Accountabilities:
- Act as the primary point of contact for client complaints, disputes, and related operational issues.
- Investigate complaints thoroughly, identify root causes, and work toward fair, timely, and appropriate resolutions.
- Maintain accurate and comprehensive records of complaints, investigations, actions, escalations, and outcomes.
- Escalate complex, sensitive, or high-risk disputes to senior management when appropriate.
- Monitor complaint-resolution timelines and ensure cases are handled in accordance with agreed client SLAs.
- Proactively track case progress, identify potential SLA breaches, and implement corrective actions where required.
- Prepare regular reporting on SLA performance, resolution rates, complaint trends, and client satisfaction.
- Communicate clearly, professionally, and empathetically with clients throughout the complaint and dispute-resolution process.
- Keep clients informed about case progress, decisions, and resolution outcomes in a timely manner.
- Build trust through transparent communication, accountability, and consistent follow-through.
- Analyze complaint trends and recurring issues to identify opportunities for process and service improvements.
- Collaborate with Operations, Compliance, Legal, and other internal teams to address systemic issues and reduce operational risk.
- Contribute to updates of policies, procedures, and complaint-management frameworks.
- Support training and knowledge-sharing initiatives designed to strengthen complaint-handling capabilities across teams.
- Ensure complaint and client-management activities comply with applicable regulatory requirements, contractual obligations, internal policies, confidentiality standards, and data-protection requirements.
- Support operational administration, including account management activities, invoice reconciliation, data consolidation, and reporting.
Requirements:
- Previous experience in a client-facing account management, account support, administration, or operations role.
- Strong operational and administrative experience, with exposure to account management or client-service environments.
- Experience managing customer or client complaints and resolving issues in a structured and professional manner.
- Experience with data consolidation, basic analysis, reporting, and operational performance tracking.
- Experience reconciling invoices and working with financial or contractual information.
- Good understanding of contractual obligations and the importance of meeting agreed service commitments.
- Banking or financial-services experience is advantageous, although relevant experience from other sectors is also valued.
- Strong numerical ability and high level of computer literacy, particularly with Microsoft Office.
- Advanced Excel skills are essential, including the ability to work confidently with operational data and reporting.
- Excellent written and verbal English communication skills; knowledge of a second European language is desirable.
- Ability to communicate effectively with diverse internal and external stakeholders and adapt communication to different audiences.
- Strong attention to detail, accuracy, and documentation skills.
- Ability to work effectively under pressure while managing tight deadlines and competing priorities.
- Strong problem-solving abilities, with the judgment to identify issues, support resolution, and recognize when escalation is required.
- Proactive and independent approach, with the initiative to identify opportunities and take action without constant supervision.
- Commercial awareness and an interest in operational efficiency, service quality, and positive client outcomes.
- Collaborative working style, with an understanding of how different business functions interact and contribute to overall performance.
- Ability to think strategically while remaining comfortable taking a hands-on, tactical approach to operational challenges.
- Curiosity and open-mindedness when evaluating problems, opportunities, and potential improvements.
- Flexible, adaptable, and willing to support different responsibilities when business needs require it.
- Positive, practical, and service-oriented mindset with a willingness to contribute wherever needed.
Benefits:
- Competitive salary and benefits package.
- Hybrid work arrangement combining work-from-home and office-based work.
- 26 calendar days of annual leave.
- Health insurance.
- Six months of paid maternity leave.
- 15 days of paid paternity leave.
- Opportunity to work in a client-focused, internationally oriented environment.
- Exposure to client operations, dispute management, compliance, risk mitigation, and process improvement.
- Opportunities to collaborate with diverse internal and external stakeholders.
- Supportive environment focused on professional development, teamwork, continuous improvement, and meaningful work.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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