Strategic Director of Client Experience

3 days ago


Bengaluru, Karnataka, India Aditi Consulting Full time
Job Overview

We are seeking a seasoned Strategic Director of Client Experience to lead our offshore Client Services teams in Vadodara and Bangalore. This pivotal role ensures seamless operation and success of our MSP US staffing business, driving team productivity, and enhancing customer experience.

About the Role

This critical position requires strong leadership, coaching, and mentoring skills with a focus on employee development. The ideal candidate will oversee, mentor, and guide the offshore Client Services teams to deliver exceptional performance. They will foster a collaborative, productive, and positive work environment, manage team operations, ensuring alignment with organizational objectives and client expectations.

Responsibilities
  1. Team Leadership & Management: Oversee, mentor, and guide the offshore Client Services teams to deliver exceptional performance.
  2. Productivity & Training: Develop and implement strategies to drive team productivity and efficiency, provide ongoing training programs to upskill team members, and ensure alignment with MSP staffing business requirements.
  3. Collaboration & Account Planning: Partner with US Directors to develop account plans and ensure the offshore team aligns with customer goals, drive coordinated efforts to enhance team focus and productivity, and ensure delivery excellence for enterprise clients.
  4. Operational Support & Customer Experience: Cater to day-to-day onsite support needed to enable seamless team functionality, ensure that the team is fully equipped to address client inquiries, resolve issues, and enhance overall customer satisfaction.
  5. Hiring & Scaling: Drive talent acquisition efforts to build a robust, scalable Client Services team, strategically plan and execute team expansion to meet growing business demands.
  6. Client Success & Relationship Management: Partner with key stakeholders to ensure the delivery of quality services aligned with client expectations, continuously refine processes to enhance customer experience and establish the team as a trusted resource.

The estimated salary for this role is $120,000 - $180,000 per annum, depending on experience and qualifications.

Qualifications
  • 10+ years of US staffing experience, with a strong focus on managing MSP business operations.
  • 5+ years of experience managing a team in US Staffing, in an offshore or staffing environment.
  • Proven experience in managing and scaling offshore teams in a client services or US staffing environment.


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