Client Services Team Leader
Published date: 2026/11/07
- Location: Gurgaon, Haryana, India
About the opportunity
Department Description
Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customer and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range queries using the interactions to build strong relationships to develop trust in our business. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.
Purpose of your role
Individual selected for the role is expected to provide supervisory cover for effective management of day-to-day tasks and also act as a leader for a team of Associates/Senior Associates & Process specialists to guide them on their career development. The role of the individual is to work in tandem with the line Managers across India and UK. The Member Relations India deals with associating the email received, responding to those emails, raising Not In Good Order queries with the client and handling adhoc statement request. All this needs to be done within stringent SLA.
Key Responsibilities
• Approach issues with a customer centric perspective to ensure consistent customer delight.
• Drives customer service culture through coaching and developing team.
• Drive continuous improvement, obtaining feedback and approval from peers and manager.
• Manages and prioritises daily activities and processes in order to maintain SLAs.
• Takes responsibility for handling and escalating issues/concerns identified
• Develops and maintains thorough knowledge of all systems, processes and procedures relating to department
• Acts as role model to the team – leads by example.
• Coaches and develops individuals through each stage of their role; completes appraisal reviews bi-annually; produces coaching and development plan for each member of the team by holding regular One to Ones
Department Description
Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customer and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range queries using the interactions to build strong relationships to develop trust in our business. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.
Purpose of your role
Individual selected for the role is expected to provide supervisory cover for effective management of day-to-day tasks and also act as a leader for a team of Associates/Senior Associates & Process specialists to guide them on their career development. The role of the individual is to work in tandem with the line Managers across India and UK. The Member Relations India deals with associating the email received, responding to those emails, raising Not In Good Order queries with the client and handling adhoc statement request. All this needs to be done within stringent SLA.
Key Responsibilities
• Approach issues with a customer centric perspective to ensure consistent customer delight.
• Drives customer service culture through coaching and developing team.
• Drive continuous improvement, obtaining feedback and approval from peers and manager.
• Manages and prioritises daily activities and processes in order to maintain SLAs.
• Takes responsibility for handling and escalating issues/concerns identified
• Develops and maintains thorough knowledge of all systems, processes and procedures relating to department
• Acts as role model to the team – leads by example.
• Coaches and develops individuals through each stage of their role; completes appraisal reviews bi-annually; produces coaching and development plan for each member of the team by holding regular One to Ones
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