Assistant Manager, Client Services PK

Overview

Are you an experienced customer service professional with a strong track record in handling complex escalations, resolving critical customer issues, and managing senior stakeholders?

 

We are looking for an Assistant Manager – Client Services to join our team and provide strategic and operational support across client services. The ideal candidate will be responsible for managing executive-level escalations, driving end-to-end customer resolution, identifying root causes, and providing actionable insights to improve service delivery and operational performance.

This role requires strong communication, analytical, reporting, and team management skills, along with the ability to work effectively in a fast-paced, customer-centric environment.

Responsibilities

• Executive Escalation Management: Manage high-priority and executive-level customer escalations while serving as a senior point of contact for client management.
• Customer Resolution: Conduct direct customer outreach and ensure complex customer issues are investigated and resolved effectively from end to end.
• Case Documentation & Audit: Maintain accurate and comprehensive records of executive escalations, including customer interactions, emails, findings, case logs, and relevant timestamps.
• Root-Cause Analysis: Analyze recurring issues, process gaps, communication breakdowns, and agent-level errors to identify root causes and recommend opportunities for improvement.
• Reporting & Dashboards: Develop and maintain daily and weekly dashboards covering case status, recurring issues, trends, and team performance.
• Operational & Onsite Support: Provide operational support to the client team at their headquarters, as required, and ensure smooth coordination between relevant stakeholders.
• Team Management: Support team handling and performance management while ensuring service quality, productivity, and operational objectives are achieved.

Qualifications

• Education: Minimum Bachelor’s degree.
• Experience: Prior experience in customer service, escalations, client services, or a related operational role, preferably with experience handling complex or executive-level cases.
• Technical Skills: Proficiency in Microsoft Excel and PowerPoint.
• Communication: Excellent verbal and written communication skills with strong stakeholder management abilities.
• Leadership: Demonstrated ability to handle teams, manage performance, and work effectively with cross-functional stakeholders.
• Analytical Skills: Strong problem-solving, critical thinking, and root-cause analysis capabilities.
• Work Approach: Ability to manage multiple priorities, work under pressure, and operate effectively in a fast-paced environment.