client experience manager

Big Leap Digital Services Pvt Ltd

Position: Operations Manager Company: Big Leap Marketing Location: Gurgaon (On-site) Experience: 5&ndash;8 years (preferably in a digital marketing agency or B2B marketing environment)About Big Leap MarketingBig Leap Marketing is a fast-growing B2B marketing agency based in Gurgaon, specializing in marketing for manufacturing and industrial companies. Founded by Monil Bhardwaj, ex-Wipro and Adobe, the agency helps businesses build their brand and generate leads through a mix of strategy, content, digital, and video marketing.We&rsquo;re now looking for a strong Operations Manager who can take charge of our client delivery and internal team operations &mdash; ensuring that everything runs smoothly, efficiently, and profitably.Role OverviewYou will be the bridge between strategy, execution, and client satisfaction. Your role is to ensure that projects are delivered on time, within scope, and with high quality, while managing our internal team and optimizing agency processes.This role suits someone who thrives on structure, accountability, and making things move faster and smarter.Key ResponsibilitiesClient Operations &amp; Delivery<ul><li>Oversee day-to-day execution of client projects and retainers.</li><li>Translate client objectives into actionable plans for the team.</li><li>Track project timelines, deliverables, and dependencies across all accounts.</li><li>Conduct weekly review calls with clients and internal teams.</li><li>Ensure smooth onboarding of new clients with proper documentation and kickoff plans.</li></ul>Team Management<ul><li>Lead and mentor the team of account managers, social media executives, designers, and video editors.</li><li>Assign clear responsibilities, set weekly goals, and ensure accountability.</li><li>Maintain bandwidth visibility and allocate resources effectively.</li><li>Identify training needs and support team growth and upskilling.</li></ul>Process &amp; Performance Management<ul><li>Build and refine internal workflows (SOPs, templates, project trackers).</li><li>Ensure adherence to deadlines and consistent output quality.</li><li>Monitor client satisfaction and proactively handle escalations.</li><li>Work closely with the founder on improving efficiency and profitability metrics.</li></ul>Reporting &amp; Coordination<ul><li>Maintain performance dashboards for clients and internal teams.</li><li>Track deliverables, KPIs, and budgets.</li><li>Report weekly on project health, team utilization, and key operational insights.</li></ul>Key Skills &amp; Requirements<ul><li>5+ years of experience in operations, project management, or client servicing (agency background preferred).</li><li>Strong understanding of digital marketing workflows (social, SEO, ads, content, video).</li><li>Excellent organizational and multitasking skills.</li><li>Strong communication and people management abilities.</li><li>Proficiency with project management tools (ClickUp, Asana, Trello, or similar).</li><li>Analytical mindset with attention to detail.</li><li>Ability to thrive in a fast-paced entrepreneurial setup.</li></ul>What We Offer<ul><li>Competitive salary and performance-linked incentives.</li><li>Fast-paced, growth-driven environment.</li><li>Opportunity to work directly with the founder and shape the company&rsquo;s scale-up journey.</li><li>Ownership, autonomy, and a real seat at the table as we grow 3x in the next year.</li></ul>To Apply: Email your resume and a brief note on your experience managing teams and clients to monil@bigleap.marketing with the subject line: &ldquo;Operations Manager &ndash; Big Leap Marketing&rdquo;Job Type: Full-timePay: &#8377;50,000.00 - &#8377;70,000.00 per monthWork Location: In person

Client Delivery Manager – Digital Marketing

Mashreq Corporate & Investment Banking Group

MashreqBankDESCRIPTION1Job TitleAssistant Relationship Manager, Digital Portfolio ,NeoBizDepartmentBusiness BankingDirect SupervisorArea Manager - NEOBizJob Number2 Job PurposeTo support the portfolio of Mashreq NEOBiz clients with personalized and standardized service and also manage the overall service and operational quality across the Mashreq NEOBiz portfolio assigned.The job holder is required to enhance Mashreq NEOBiz sales and promote the cross selling of bank products to existing and potential priority clients through various marketing efforts.3 DimensionsOperating BudgetNumber of Staff1Capital Exp. BudgetOtherRelationship managementWork closely with Relationship Managers and Regional Area Managers to identify desired service levels. Work on projects with Client Experience Manager or Governance as required to improve and standardize overall client services across all channels and contribute to developing and implement agreed actions Responsible to drive and ensure all requests are received and processed digitally first.Ensure smooth flow of all applications and requests including account opening and ownership of discrepant cases from sales channels.Be the final direct and indirect point of contact for customer complaints, which will be sourced through branches, RMs or directly from customers.Provide regular feedback to Product Managers on process / service related issues.Meeting the service standards and turnaround time s outline with SLA.Risk management and GovernanceAssist the Relationship Manager to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.Actively participate and contribute to reduce Rejects and Referrals on all products sourced by Relationship Managers, by acting as a checker and providing feedback.Ensure expired and overdue KYC, Visa, Passport, Emirates are updated on a timely basis.Represent Mashreq NEOBiz in liaising with audit for operational issues/ working with Relationship Managers in rectifying all audit objections and queries. Ensure excellent quality of KYC is maintained on all Mashreq NEOBiz clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required. Administration &amp; ReportingEnsure client records and transactions are recorded/processed on the system in a timely/accurate manner. Assist the Relationship Manager to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.Share RM wise NPS/ Complaint verbatim on a weekly basis as per service pack to Relationship Managers and Area Manager and gather feedback and conduct service recovery callsEnsure effective handling of customer complaints/inquiries for Mashreq NEOBiz Clients.Monitor customer feedback to ensure Mashreq NEOBiz standards are met at all levels. Drive CRM usage at frontline for respective team, act as CRM champion and ensure all customer interactions (Complaints, Service Request etc) are appropriately recorded in CRM, check by way of sample. Provide bi-weekly feedback to Manager Customer Experience as per  Service Pack  Governance and AuditSupport Relationship Managers with KYC, FATCA and to have updated client information.Assist with effective implementation of all audit recommendations and procedures as advised by Senior ManagementRefer all matters of non-routine nature to appropriate superiors.Ensure timely follow up with RM for margin calls and follow the corrective action by advising the CAU manager for liquidation of the shares.To manage and monitor the authenticity of the applications and other credit facilities by pre-screening and process where applicable the applications / requests effectively ensuring that all financial and non-financial parameters are adhered with proper signoff at every stage.Identify anomalies in lodgment, pledging or withdrawal process and highlighting such anomalies to the unit management for onward follow-up / procedural change.Area ManagersHandle all customer queries that have been escalated to an Area Manager for intervention, ensure these are logged in CRM and conduct independent investigation and propose to Area Manager course and suggested actionAct as Employee Engagement coordinator for dedicated Area Managers.Document and share (as per format provided) any feedback from frontlineAlternate ChannelsStrategize on how to increase penetration of alternate channel usage within teams Help with any ad-hoc outbound calling exercises as designated periodically by Manager client experience100% Instant Debit Card &amp; Cheque Books to be issuedRemittance / CASA / Credit Card/ Insurance / Investment Reject Rates to be under 5% Champion at least two service campaigns when launched.Support RM to resolve all customer issues.Operating Environment, Framework and Boundaries, Working RelationshipsTo ensure that a consistently high level of relationship management customers services is maintained and thus contributing positively to the image of the Bank.Contribute to effective training and development of staff if is required.Ensure mails received from all the teams addressed to processing department are sent on a timely basis.Ensure all acknowledgement received processing department from are appropriately filed.Ensure all filing cabinets are locked at the end of day and all obsolete files / registers are regularly sent for archiving.Keep the work area clean and tidy.Problem SolvingThe ARM will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Center).Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.Decision Making Authority &amp; ResponsibilityThe ARM will be empowered to take decision on financial and non financial issues of the customer.ARM will be empowered to put forth recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.Thorough knowledge of products, services policies and processes of retail banking in Mashreqbank.The job holder will have to possess the following skills:Problem solving skills.Communication skills.Interpersonal skills.Ability to work under pressure.Computer literacy.The job holder should have completed his high school, university graduates are better to have. They should have 2-3 years banking experience or experience in any other.

Assistant Relationship Manager

MTBC CareCloud

Job Summary:The Client Engagement Manager is responsible for nurturing strong, long-term relationships with clients, ensuring their satisfaction, and driving business growth through effective engagement and service delivery. This role bridges the gap between clients and internal teams, ensuring that all projects, implementations, and ongoing services are aligned with client expectations and company standards.Key Responsibilities:<ul><li>Act as the primary point of contact for assigned clients, building trust and ensuring consistent communication.</li><li>Identify opportunities for account expansion through upselling or cross-selling of services and solutions.</li><li>Collaborate with project managers, implementation consultants, and technical teams to ensure timely and successful delivery of client projects.</li><li>Track key account metrics (e.g., satisfaction, retention, utilization) and proactively address areas for improvement.</li><li>Manage client escalations by coordinating with internal departments to deliver quick and effective solutions.</li><li>Partner with leadership to develop client engagement strategies that improve retention, satisfaction, and overall service quality.</li><li>Prepare regular performance reviews, progress reports, and presentations for both clients and senior management.</li><li>Gather and relay client feedback to improve products, processes, and service delivery.</li></ul>Qualifications &amp; Skills:<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, or related field (MBA preferred).</li><li>5+ years of experience in client relationship management, project management, or account management&mdash;preferably in healthcare, SaaS, or technology industries.</li><li>Strong understanding of client lifecycle management and customer success strategies.</li><li>Excellent communication, negotiation, and interpersonal skills.</li><li>Proven ability to manage multiple clients and projects simultaneously.</li><li>Experience using CRM systems (e.g., HubSpot, Salesforce, or similar).</li><li>Analytical mindset with strong problem-solving and decision-making abilities.</li></ul>Key Attributes:<ul><li>Customer-focused with a passion for service excellence.</li><li>Strategic thinker with attention to detail.</li><li>Collaborative team player with leadership potential.</li><li>Resilient under pressure and adaptable to change.</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>What is your current salary? (In PKR)</li><li>What is your expected salary? (In PKR)</li></ul>Work Location: In person

Client Engagement Manager

Invespy

Job Summary:As an Account Executive in our dynamic team, you will play a pivotal role in driving client success and ensuring highest level of team collaboration. You will be responsible for managing a portfolio of accounts, understanding clients' business objectives, and developing tailored marketing strategies to meet and exceed their goals.Responsibilities:Client Relationship Management: <ul><li>Support the team in fulfilling client needs and objectives by ensuring given deadlines are achieved.</li><li>Monitor and measure client satisfaction and keep the line manager updated.</li></ul>Campaign Execution:<ul><li>Oversee the execution of marketing campaigns, ensuring they are implemented effectively and on schedule.</li><li>Coordinate with internal teams, including creative, content, and analytics, to deliver high-quality deliverables.</li></ul>Team Collaboration: <ul><li>Work closely with cross-functional teams, including sales, marketing, and operations, to ensure seamless delivery of services and alignment with company objectives.</li></ul>Strategic Account Planning:<ul><li>Follow the strategic planning process in line with the line manager.</li></ul>Operations: <ul><li>Prepare project status reports, estimates &amp; billing.</li><li>Crafting and distributing conference reports and meeting agendas, helping with meeting prep.</li></ul>Financial Management:<ul><li>Ensure adherence to account budgets, forecasts, and financial reporting.</li></ul>Requirements:<ul><li>Minimum 1-2 years of UAE experience in digital marketing or account management role with an agency or Real Estate industry</li><li>The ability to effectively manage and prioritize multiple projects at once.</li><li>Excellent writing and presentation skills.</li></ul>Job Type: Full-timePay: AED4,000.00 - AED5,000.00 per monthApplication Question(s):<ul><li>Do you have advertising agency experience?</li></ul>Location:<ul><li>Dubai (Required)</li></ul>

Client Services Executive - ADVERTISING AGENCY EXPERIENCE IS A MUST

Optum

<div>Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. 
Consumer Payments, a division of Optum Financial, one of UnitedHealth Group's five growth pillars, is a leading healthcare-focused, financial technology (FinTech) company delivering end-to-end integrated payments and banking experiences for consumers, providers and payers, embedded within the health care ecosystem. We serve health-seeking populations by partnering with the nation's largest health plans, government agencies, employers, and retailers. We have established a reputation for delivering modern, advanced customer experiences through best-in-class FinTech solutions used by millions. 
Optum Financial is seeking a highly motivated Product Capability Manager to join our team and drive the growth and success of our Health Benefit Accounts. 
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. 
Primary Responsibilities:
As Product Capability Manager for Client Experience, you will play a key role in shaping and executing our Client Experience strategy, ensuring that our clients have access to industry-leading tools to administer and evaluate the performance of their Health Benefit Accounts. You will be driving the development and enhancement of our client admin digital portal, collaborating with cross-functional teams to deliver innovative solutions that meet the evolving needs of our customers and the market. As a member of the Client Experience product team, you will partner closely with business and technology teams to ensure a best-in-class experience for clients and customers.<ul><li>
Manage the execution of the capability roadmap including defining features and requirements, ensuring alignment to product strategy and business objectives</li><li>
Lead a cross-functional scrum team in prioritization, planning, design, development, and release of features and functionality</li><li>
Collaborate closely with Operations, Technology, Client Management, Finance, Marketing and Technology to ensure client digital experience capabilities are developed and prioritized</li><li>
Champion a client-centric approach while using data-driven insights, client feedback, competitive analysis and market demands to inform decisions and delivery prioritization</li><li>
Identify, track and, manage dependencies, issues and, risks to resolution</li></ul> 
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:<ul><li>
3+ years as a product manager, preferably in healthcare, financial services or, FinTech industry</li><li>
3+ years of experience using Agile/Scrum or similar methodologies, and associated tools (Jira, Confluence)</li><li>
3+ years of experience developing, designing or implementing digital admin portals</li><li>
3+ years of experience using quantitative and qualitative data to assess priorities and influence roadmaps</li></ul> 
Preferred Qualifications:<ul><li>
Experience in developing or executing a product or service for B2B clients</li><li>
Proficient understanding of Health Benefit Accounts, such as Flexible Spending Accounts, Reimbursement Accounts, Health Savings Accounts and, related regulations</li><li>
Proven ability to think strategically with ability to build solid working relationships across organizational teams in a fast-paced and changing environment</li><li>
Proven ability to collaborate with engineering and business teams in highly matrixed environment</li><li>
Proven ability to embrace change and respond quickly</li><li>
Proven ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences</li><li>
Proven Cross-functional influence and well-developed relationship building skills</li></ul><ul><li> 
All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy</li></ul> 
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable. 
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission. 
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. 
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.</div>

Capability Manager, Client Experience - Remote

ClearView Healthcare Partners

<div><div>ClearView Healthcare Partners is a premier life sciences strategy consulting firm headquartered in Boston, with offices in San Francisco, New York City, London, Zurich and Gurgaon. Serving clients in the biopharmaceutical, medical device, and diagnostic spaces, we provide world-class strategic decision-making support across a diverse range of business issues. Our goal is to inform actionable recommendations that allow companies to achieve their business objectives.</div><div><div>

Role Overview: 
ClearView Consulting is seeking a Delivery Excellence Manager to lead and oversee the delivery of high-quality consulting engagements by our India-based consulting team. Reporting to the Head of India, this role is key to ensuring consistent, efficient, and timely execution of global client projects through strong team leadership, operational oversight, and delivery process management. While this position does not include direct client-facing responsibilities, it plays a critical internal role in optimizing consultant performance and engagement outcomes.

Key Responsibilities:
<ul>
<li>Manage a team of 8-12 consultants and associates working on global consulting projects, ensuring timely delivery of high-quality work products that meet client expectations</li>
<li>Implement and enforce project delivery standards and best practices across teams, including quality assurance reviews and risk mitigation</li>
<li>Mentor and coach consultants to develop consulting capabilities, strengthen analytical rigor, insight generation skills, and improve project execution skills</li>
<li>Collaborate closely with Project Leads and global teams to track project progress, identify delivery risks, and recommend corrective actions</li>
<li>Help define and implement best practices for effective and efficient cross-geography project delivery at both local and global local level</li>
<li>Drive continuous improvement initiatives focused on enhancing delivery processes, tools, and methodologies</li>
<li>Lead local onboarding and training initiatives, in collaboration with the Learning &amp; Development team</li>
<li>Partner with Resource Management team to optimize consultant deployment and manage workload balance</li>
<li>Track key project performance metrics (e.g., utilization, quality scores, deadlines) and report progress to senior leadership</li>
<li>Serve as a culture carrier for the office in collaboration with the Office Manager and General Manager</li>
</ul>
Qualifications:
<ul>
<li>Advanced degree in life sciences, business, or related field (Master&rsquo;s, PhD, or MBA preferred)</li>
<li>8+ years in management consulting, ideally life sciences or healthcare focused</li>
<li>Demonstrated experience managing consulting teams (8+ members) and coordinating cross-functional workstreams</li>
<li>Proven ability to deliver large-scale, complex consulting projects on time and within scope</li>
<li>Strong leadership and people management skills, with a focus on coaching consultants for performance excellence</li>
<li>Expertise in project management, delivery standards, and operational oversight</li>
<li>Excellent organizational, analytical, and communication skills</li>
<li>Comfortable working in a fast-paced, matrixed, and global team environment</li>
<li>Hybrid work model; new hires will be in office 100% during onboarding &amp; training and then schedule adjusts to a 50% in office expectation; standard working hours are from 10:00AM to 7:00PM IST.</li></ul></div> 

</div><div>What We Value

We recognize that not every candidate will meet every qualification listed. If you&rsquo;re excited about this role and believe you have relevant experience or transferable skills, we encourage you to apply. We value curiosity, a growth mindset, and a commitment to collaboration. 


Equal Opportunity Employer

ClearView Healthcare Partners (&quot;CV&quot;) is an Equal Opportunity employer. All qualified applicants will be considered for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.</div></div>

Delivery Excellence Manager - India New

Telda

<div>
 
 Job Overview:
 
 
 As a Team Leader, you will lead a team of agents, ensuring that they meet performance standards and effectively serve clients. You will be responsible for developing your team's skills, providing mentorship, and managing the team's overall performance. The role involves coordinating with both internal stakeholders and clients to ensure alignment with business goals and performance expectations.
 
 
 
 <ul>
 <li>
 Provides regular supervision and mentorship over subordinate staff
 </li>
 <li>
 Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
 </li>
 <li>
 Facilitates daily agent coaching and development sessions in both written and verbal format
 </li>
 <li>
 Participates in client related activities to include client calibration sessions and project planning
 </li>
 <li>
 Identify and address agent training needs
 </li>
 <li>
 Manage team&rsquo;s time entry to ensure 0% discrepancy rate
 </li>
 <li>
 Manage program specific performance standards (i.e. AHT, Quality Scores, CSAT, ART, FCR, etc.)
 </li>
 <li>
 Manage financial implications of attrition and attendance by maintaining program-specific goals
 </li>
 <li>
 Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
 </li>
 <li>
 Completion of weekly Team Manager Scorecard for review with CX-Manager
 
 
 
 
 
 </li>
 </ul>
 Other Related Duties
 
 
 
 <ul>
 <li>
 Diffuse irate customer calls as applicable
 </li>
 <li>
 Provide agent support via handling escalated calls, as needed
 </li>
 <li>
 Maintain up-to-date employee files and documentation
 </li>
 <li>
 Ensure high level customer service is being practiced by all subordinate staff
 
 
 
 
 
 </li>
 </ul>
 Bachelor&rsquo;s degree required.
 
 
 1-3 years of experience as a Team Lead.
 
 
 Proven Experience is a must.
</div>

Customer Experience Team Leader

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