Head - Client Servicing - Assurance

2 weeks ago

Gurgaon, Haryana, India Coe Solution Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Client is a leading B2B2C value-added services provider, delivering premium customer support and emergency assistance across diverse sectors including automotive, insurance, fintech, and telecom. We operate on behalf of our clients to deliver end-customer delight through timely, reliable, and high-quality assistance experiences.

Role Summary
The Head - Client Servicing is a senior leadership role responsible for owning and nurturing enterprise client relationships while ensuring world-class delivery of customer service through a large-scale contact center seats). The role demands deep expertise in client engagement, contact center operations management, and service excellence, with a strong focus on meeting and exceeding SLAs committed to clients-across metrics such as TAT, FCR, abandonment rate, AHT, and CSAT.

Key Responsibilities

  • Client Engagement & Relationship Management
  • Act as the single point of contact for key B2B clients, owning end-to-end service delivery commitments.
  • Lead periodic client meetings, reviews, and governance sessions (QBRs/MBRs) to present operational performance, SLA adherence, and improvement roadmaps.
  • Understand client needs, expectations, and escalation trends to proactively drive service improvement initiatives.
  • Translate client requirements into actionable deliverables across internal teams (Ops, Quality, WFM, Tech).
  • Customer Service Operations Oversight
  • Oversee the delivery of customer support via the contact center FTEs), ensuring premium service levels and responsiveness.
  • Govern performance metrics including:
  • Abandonment Rate
  • Average Handling Time (AHT)
  • First Call Resolution (FCR)
  • Turnaround Time (TAT)
  • CSAT / NPS
  • Ensure real-time service monitoring, proactive incident management, and rapid SLA recovery when needed.
  • Work closely with WFM, Training, and Quality Assurance teams to maintain optimal performance.
  • Leadership & Cross-functional Coordination
  • Provide operational direction to contact center leaders, team leads, and support functions (without direct hiring responsibility).
  • Liaise with HR and senior leadership on capacity planning, attrition management, and resource productivity.
  • Coordinate with technology and digital teams to enhance contact center systems, automation, and customer interaction tools (e.g., IVR, CRM, chatbots).

Service Quality & Governance

  • Drive continuous improvement and Six Sigma-style initiatives to enhance service delivery and reduce escalations.
  • Ensure processes are aligned with contractual SLAs, regulatory guidelines, and client-specific standards.
  • Monitor customer journeys and feedback to identify systemic issues and close gaps.

Required Experience & Qualifications

  • 10-18 years of total experience, with a strong background in B2B2C customer service operations.
  • Minimum 5+ years in a leadership role managing a contact center of at least FTEs.
  • Experience handling client-facing responsibilities, governance, and SLA management in industries like insurance, automotive, healthcare, or telecom preferred.
  • Proven track record of managing performance across critical metrics and aligning service delivery with client KPIs.

Key Competencies

  • Strategic client servicing and stakeholder management
  • Deep understanding of contact center operations and metrics
  • Strong command over SLAs, governance frameworks, and compliance
  • Excellent communication, reporting, and presentation skills
  • Collaborative leadership without direct HR responsibilities
  • High EQ, maturity, and ability to manage across functions

)

  • Branch Head

    19 hours ago

    Gurgaon, Haryana, India AKGVG & Associates Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Company DescriptionAKGVG & Associates is a leading professional services firm specializing in assurance, advisory, taxation, accounting, related support, and outsourcing services. With a team of over 250 professionals, AKGVG provides expertise in accounting, tax, transactions, auditing, outsourcing, and advisory services. The firm operates at 9 offices,...

  • Client Service Executive

    3 days ago

    Gurgaon, Haryana, India parentune Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Reports to: Manager – BusinessLocation: Gurgaon (Work from Office)Experience: Minimum 1 year of full-time experience in Client Servicing ( Media or Digital Agency)Headline for this Role:Client Servicing role. Needs to have experience in running digital campaigns for multiple BrandsRole: Client Servicing ExecutiveLocation: GurgaonExperience: 1-2 Years Full...

  • Client Servicing Executive

    7 days ago

    Gurgaon, Haryana, India parentune Full time ₹ 4,80,000 - ₹ 6,60,000 per year

    Headline for this Role:Client Servicing role. Needs to have experience in running digital campaigns for multiple BrandsRole: Client Servicing ExecutiveLocation: GurgaonExperience: 1-2 Years Full time experience in Servicing Brands for a Digital Agency or a Publisher PlatformShortlisting criteria: At least 1 year of experience at a Digital Agency or a Digital...

  • Client Servicing

    1 day ago

    Gurgaon, Haryana, India Mixed Route Juice v 2.0 Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Manage end-to-end client servicing and relationships to ensure the requirements of the client are being handled.Get detailed insight into the client's structure, strategies , Products and Marketing plans.understand the client retainer and non retainer contact terms of trade and Scope.Be the face of MRJ for the clients and address all the requirements the...

  • Client Servicing

    1 week ago

    Gurgaon, Haryana, India Unipro Education Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About Unipro:Unipro is a leading digital marketing agency specializing in delivering innovative, results-driven marketing solutions for diverse educational clients. We focus on building strong client relationships and creating impactful digital strategies that drive growth.Job Summary:We are looking for a dynamic and client-focused Client Servicing...

  • Head of Finance

    20 hours ago

    Gurgaon, Haryana, India Adsparkx Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Job descriptionAbout Adsparkx:Adsparkx is a leading Global Performance Marketing Agency headquartered in India. We have been empowering brands since 2014 helping them acquire high quality and engaging users globally via data-driven decisions. We are innovators, hustlers and ad-tech moguls/experts who function with the belief of catalyzing a disruptive change...

  • Client Services Manager

    2 weeks ago

    Gurgaon, Haryana, India Bellwether Associates Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionBellWether Associates is your personal CFO, offering trusted partnerships to navigate the changing financial landscape. Based on a client-centric approach, BellWether crafts personalized solutions tailored to individual goals, needs, and risk tolerance. Instead of generic products, we focus on customized solutions driven solely by your...

  • Head of Civil Engineering

    1 week ago

    Gurgaon, Haryana, India BOOTES Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Designation: Civil Head.Location: Based on projects. (Currently will be based in Delhi)Experience: 12 – 15 yearsSalary Slab: upto 20 lakhs.Profile: A Civil Head focuses on overseeing civil engineering projects, managing teams, ensuring compliance with budgets and regulations, liaising with stakeholders, and driving project success through strategic...

  • Client Services Manager

    6 days ago

    Gurgaon, Haryana, India Kalaa Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionKalaa is an experiential marketing company that specializes in creating and executing unique experiences integrated with bespoke technology and engaging content. Since its inception in 2019, Kalaa has partnered with major brands including Nestle, Doubtnut, Lixil, Delhi Police, IGNCA, and the Ministry of Culture. With offices in Delhi and...

  • Client Services Manager

    3 days ago

    Gurgaon, Haryana, India G&A Strategic Planners private limited Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Company DescriptionWelcome to G&A Strategic Planners Private Limited, where dreams become events and every detail is a masterpiece. Our passionate team specializes in curating extraordinary experiences tailored to your unique vision. From intimate gatherings to grand celebrations, we transform ideas into unforgettable moments, ensuring every aspect is...