Associate Team Leader - Client Services #2

Experience: 3–4 Years (Candidates must have 3–4 years of overall experience, including a minimum of 1–2 years of experience as a Team Leader in Client Support, Customer Support, or Business Process Operations.)
Employment Type: Full-Time | Permanent
Location: Aundh, Pune
Work Mode: Work from Office
Role Overview
We are seeking an experienced and proactive Associate Team Leader – Client Services to lead client support operations and drive team performance. The ideal candidate should possess strong leadership capabilities, excellent communication skills, and hands-on experience in managing client-facing teams while ensuring operational excellence and superior service delivery.
Key Responsibilities
Team Leadership
Lead, mentor, and coach Team Leads, SMEs, and support associates.
Monitor team performance, productivity, and adherence to KPIs and SLAs.
Conduct one-on-one meetings, coaching sessions, and performance reviews.
Identify training needs and collaborate with Quality and Training teams to improve team performance.
Foster a positive, collaborative, and high-performing work environment.
Operations Management
Oversee day-to-day operations of assigned client accounts.
Ensure smooth service delivery while maintaining quality and operational standards.
Manage team schedules, attendance, leave planning, and resource allocation.
Monitor operational metrics and implement process improvements to enhance efficiency.
Maintain process documentation and ensure compliance with SOPs.
Client Management
Serve as the primary point of contact for assigned client accounts.
Build and maintain strong client relationships through proactive communication.
Manage client escalations and ensure timely issue resolution.
Participate in client meetings and provide operational updates and performance insights.
Ensure agreed service levels and business objectives are consistently achieved.
Quality & Continuous Improvement
Analyze operational reports and identify opportunities for improvement.
Partner with Quality and Training teams to enhance service standards.
Drive process optimization initiatives and implement corrective actions.
Ensure compliance with organizational policies and audit requirements.
Skills & Competencies
3–4 years of experience in Client Support, Customer Support, or Business Process Operations.
Minimum 1–2 years of experience leading teams.
Strong leadership, coaching, and people management skills.
Excellent verbal and written English communication.
Strong client relationship management and stakeholder handling skills.
Excellent analytical, decision-making, and conflict-resolution abilities.
Ability to work in a fast-paced, target-driven environment.
Strong organizational and time management skills.
Proficiency in MS Office and operational reporting tools.
Benefits
Health Insurance
Paid Time Off
Provident Fund
Leave Encashment
Apply Now
Interested candidates can share their updated resumes at careers@binated.com.

Work arrangement
No