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 .
- Solid leadership, coaching, and people management skills.
- Excellent verbal and written English communication.
- Solid 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.

Job Details
- Employment Type: Full-time | Permanent
- Work Mode: Work from Office
- Location: Aundh, Pune

Benefits
- Health Insurance
- Paid Time Off
- Provident Fund

Apply Now Interested candidates can share their updated resumes at [email protected].

📌 Associate Team Lead - Client Services (Pune)
🏢 Binated
📍 Pune