Lead - Client Engagement & Operations

Job Title: Client Engagement & Operations Lead

Location: Chennai

Objective Of This Role:

- Customer Service Personnel should act as a liaison between external customers and internal departments of the organization.

- The role involves working with clients to support new business opportunities and client service.

Tasks & Responsibilities:

Primary Responsibilities:

- SLA Management: Create customer-specific SLAs for every client and document all key deliverables for tracking and delivery.

- Documentation & Compliance: Ensure all client documents (agreements, SOPs, SLAs) are in place before starting volume production.

- Project Implementation: Participate in project setup with the implementation team to establish the client production environment.

- Cross-Functional Coordination: Liaise with internal teams (data generation, production, fulfillment, warehouse) to ensure customer orders meet agreed SLAs.

- Scheme Approval Support: Assist customers with scheme approval formalities (Visa, MasterCard, Rupay) following strict security control protocols.

- Change Management: Manage the change management system, ensuring proper implementation, testing, and communication back to customers.

- MIS Reporting: Ensure timely publishing of MIS reports as defined with respective clients and as per agreed SLAs.

- Inventory Monitoring: Closely monitor inventory of raw materials (client-supplied and G+D procured) to ensure availability for continuous production.

- Sales Order Management: Create sales orders in SAP, enabling production jobs and subsequent invoicing.

- Invoicing & Billing: Ensure accurate invoicing and timely dispatch to customers based on the agreed billing period.

Soft Skills:

- Effective Communication: Strong communication skills, both oral and written, to manage client interactions and internal coordination.

- Team Management: Ability to work effectively across different teams and departments.

- Customer Management: Exceptional client handling and relationship management skills, with a focus on customer satisfaction.

- Problem-Solving: Ability to handle issues proactively, ensuring smooth operational workflow.

Additional Requirements:

- Experience in using SAP or similar systems for order and inventory management.

- Ability to travel occasionally for client meetings and project implementations.