The Operations Manager is responsible for managing and strengthening daytoday client relationships by ensuring clear communication, structured governance, and disciplined followthrough. At the Manager level, this role independently owns client interactions, anticipates client needs, manages escalations, and coordinates internal stakeholders to deliver a consistent and highquality client experience. The focus is on client confidence, responsiveness, and operational transparency, rather than handson service delivery.
Key Responsibilities
Client Relationship Management
- Act as the operational contact for assigned clients.
- Build and maintain trusted client relationships through regular engagement, clear communication, and proactive issue management.
- Understand client priorities, constraints, and success measures; translate these into actionable internal requirements.
- Proactively identify client risks, concerns, and opportunities for improvement.
- Manage client escalations endtoend, including root cause analysis, action planning, and closure communication.
Client Governance & Engagement
- Establish and manage client governance routines.
- Prepare clientready materials including status updates, action trackers, risk summaries, and decision logs.
- Ensure governance discussions are structured, outcomedriven, and well documented.
- Support quarterly or periodic client reviews with insights, trends, and recommendations.
Client Requests & CrossFunctional Coordination
- Own intake, tracking, and followthrough of client requests, including technology, process, and operational needs.
- Coordinate across internal teams to ensure requests are addressed within agreed timelines.
- Maintain visibility of dependencies, risks, and open actions; ensure accountability across stakeholders.
- Monitor and manage RAID items that impact clients and drive mitigation actions.
Client Experience, Reporting & Improvement
- Prepare and manage clientfacing operational reports.
- Identify recurring issues affecting client experience and drive targeted process improvements.
- Participate in or lead initiatives related to quality, risk management, and continuous improvement.
Qualifications & Experience
- Bachelor's degree in Business, Management, Operations, or related field.
- 69 years experience in clientfacing operations, client management, or engagement support roles.
- Experience working in professional services, shared services, or advisory environments preferred.
- Demonstrated ability to manage senior stakeholders and sensitive client situations.
