The Client Services Associate / Manager is responsible for managing day-to-day client operations and service delivery for assigned accounts. This role acts as a key liaison between clients and internal teams (Recruitment, Operations, Finance), ensuring SLA adherence, delivery quality, and a positive client experience.
The role requires solid coordination skills, attention to detail, and the ability to balance client expectations with organizational priorities.
Key Responsibilities
Client & Account Management
Serve as the primary point of contact for assigned client accounts
Manage day-to-day client communication, requirements, and updates
Ensure adherence to contractual SLAs and client processes
Proactively manage escalations and issue resolution
Delivery & Operations Support
Partner with Recruiting teams to support demand fulfilment
Track open requirements, interviews, offers, and onboarding
Ensure accuracy in ATS/VMS systems (tagging, updates,
compliance)
Coordinate with Operations, onboarding, and workforce experience teams as needed
Reporting & Compliance
Prepare and share regular client reports and dashboards
Maintain data accuracy for MIS, scorecards, and audits
Ensure compliance with internal policies and client guidelines
Collaboration & Continuous Improvement
Work closely with cross-functional teams to improve service delivery
Identify process gaps and suggest improvements
Contribute to team initiatives, trainings, and knowledge sharing
Key Performance Indicators (KPIs)
SLA adherence and delivery timelines
Client satisfaction and feedback
Data accuracy and compliance scores
Fill ratio / delivery metrics (role/client-dependent)
Escalation management effectiveness
Required Skills & Qualifications
Bachelor’s degree or equivalent experience
2+ years of experience in client services, staffing, or operation