D – Operations Executive / Manager (Key Relationships):
The Operations Executive / Manager (Key Relationships) will be responsible for day-to-day operations relating to specific large clients. This role will act as a first line account management (“first line” we mean day to day client care, support & service maintenance, as opposed to complaint handling or more complex issues that would be referred to Business Manager).
Graduate / Post Graduate from a reputed university
Prior experience of handling client relationship
Overall experience of 10+ years
Excellent interpersonal & soft skills
Excellent analytical skills
Aptitude to respond to challenging and ambiguous environment
Ability to synergies capabilities across functions to achieve common goals
Excellent knowledge of Indian Payments Landscape
Preferably from the service industry : BFSI, Telecom, NBFCs, Consulting
Excellent written & verbal communication skills
Hands-on experience (Advance Ms-Excel).
Conduct timely and accurate processing & reconciliation at a transaction level (both financial and non-financial).
Providing efficient and professional first line account management to our clients and resolving any difficulties or complaints (including by referring them to others for more complex solutions and generally chasing resolution where necessary).
Deal with client and partner queries promptly and professionally (telephone, email,
or other), answer these yourself where you can (and as agreed), and referring to colleagues where appropriate.
Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and client requirements.
Keeping up regular contact with clients and look for opportunities to delivering added value to client relationships.
Develop and implement action plans to improve company-client relationship.
Collaborate with internal teams to ensure implementation of client relationship objectives.
Ensure compliance with all external, internal regulations / guidelines on company-client relationship.
Maintain an up-to-date knowledge of client relations by studying relevant publications or other programs.
• 100% adherence to SLA signed with clients(Quality / Quantity / TAT)
• Delivery of process improvements
• Client VoC