Role Overview To manage client communication, query resolution, and overall service delivery for the PPMC process. The role will be responsible for ensuring a high level of client satisfaction through timely and effective resolution of queries, solid coordination with internal stakeholders, and adherence to defined SLA, quality, compliance, and process standards. The ideal candidate should have strong client-handling and communication skills, demonstrate ownership and accountability, and be capable of managing escalations, prioritizing multiple tasks, and driving queries to closure.

The role will also involve supporting team performance, identifying process gaps, and ensuring consistent and efficient service delivery.

Key Responsibilities: ● Manage and oversee client communication related to the PPMC process through emails, calls, and other communication channels. ● Handle complex and escalated client queries, understand concerns, identify root causes, and provide appropriate resolutions. ● Ensure timely, accurate, and professional responses to all client queries in line with defined process guidelines. ● Monitor adherence to defined SLA, quality, compliance, and process standards. ● Build and maintain strong professional relationships with clients and key stakeholders. ● Identify recurring client issues, process gaps, and opportunities for improvement, and work with relevant teams to implement corrective actions. ● Guide and support team members in handling complex client queries, escalations, and communication. ● Prepare and review operational reports, MIS, and client-related performance metrics using MS Excel and other relevant tools. ● Conduct regular reviews of pending queries, escalations,



and SLA breaches and drive appropriate action plans. ● Ensure proper documentation and tracking of client interactions, issues, resolutions, and escalations. ● Collaborate with cross-functional teams to improve turnaround time, customer experience, and overall process efficiency.

Key Skills &

Competencies ● Excellent verbal and written communication skills. ● Strong client-handling, relationship-management, and stakeholder-management skills. ● Strong problem-solving and analytical skills with the ability to identify root causes and provide effective solutions. ● Strong ownership, accountability, and decision-making ability. ● Ability to manage escalations and difficult client situations professionally. ● Strong coordination and collaboration skills across multiple internal teams. ● Ability to manage multiple priorities and work effectively within defined SLAs. ● Ability to coach, guide, and support team members. ● Strong attention to detail and commitment to quality. ● Ability to analyze operational data and prepare reports/MIS. ● Proactive approach toward process improvement and customer experience.

Experience &

Qualifications ● Graduate in any discipline. ● 3–5 years of experience in account management, client servicing, customer experience, operations, or a similar client-facing role. ● Prior experience in handling client emails, inbound calls, query resolution, escalations, and internal stakeholder coordination. ● Experience in a B2B/client-facing environment will be an advantage. ● Prior experience in team handling, people management, or process supervision will be preferred. ● Experience in managing SLA-driven operations and client service metrics will be an added advantage.

📌 Team Lead - Client Account Manager (Bengaluru)
🏢 Brightspan Advisors Private
📍 Bengaluru