Key Responsibilities:
1. Client Relationship Management
- Serve as the primary operational point of contact for assigned clients.
- Build and maintain trusted client relationships through regular engagement, clear communication, and proactive issue resolution.
- Understand client priorities, constraints, and success measures, and translate these into actionable internal requirements.
- Anticipate client needs and identify potential risks, concerns, or opportunities for service improvement.
- Manage client escalations end-to-end, including issue assessment, root cause analysis, action planning, stakeholder alignment, and closure communication.
- Promote client confidence by ensuring timely responses, consistent follow-through, and operational transparency.
2. Client Governance and Engagement
- Establish, manage, and continuously improve client governance routines and engagement mechanisms.
- Prepare client-ready materials such as status reports, action trackers, risk summaries, meeting decks, governance packs, and decision logs.
- Facilitate structured, outcome-driven governance meetings and ensure discussions are clearly documented with actions and ownership.
- Support business reviews or periodic client reviews by providing operational insights, performance trends, key risks, and recommendations.
- Ensure all client commitments, actions, and governance outputs are tracked through to completion.
3. Client Requests and Cross-Functional Coordination
- Own the intake, prioritization, tracking, and follow-through of client requests across technology, process, operational, and resource-related needs.
- Coordinate with internal stakeholders to ensure client requests are addressed within agreed service levels and timelines.
- Maintain visibility over interdependencies, key risks, and open items, driving accountability across cross-functional teams.
- Monitor and manage RAID items affecting clients and lead mitigation or resolution efforts.
- Escalate delivery or operational concerns internally as needed to protect client experience and service continuity.
4. Client Experience, Reporting, and Continuous Improvement
- Prepare, validate, and manage client-facing operational reports and updates.
- Analyze recurring issues, service gaps, and client pain points, and drive targeted process improvement initiatives.
- Support or lead initiatives related to quality management, risk management, operational excellence, and continuous improvement.
- Use operational data and client feedback to recommend enhancements to reporting, governance, and service processes.
- Contribute to a culture of accountability, service excellence, and continuous improvement across teams.
5. Resource Management and Allocation
- Manage allocation of all GSC staff members across service lines
- Coordinate scheduling of interviews with Member Firms for internal hiring or deployment opportunities.
- Endorse GSC bench profiles for internal hiring and support resource matching activities.
- Create and maintain timehseet phases in IBS.
- Monitor utilization levels and recommend actions to optimize workforce capacity and productivity.
- Support planning for staffing needs in alignment with business priorities.
6. Account and Client Management
- Coordinate with clients regarding contract opportunities and resource-related requirements.
- Manage account-level inquiries related to staffing, workforce availability, and resource planning.
- Oversee client coordination for loaned staff arrangements, including profile endorsement and interview scheduling.
- Introduce and endorse new hires to clients as part of onboarding and deployment processes.
- Maintain strong working relationships with client counterparts and internal account stakeholders to support smooth operational delivery.
7. Loaned Staff and Temporary Coverage Management
- Monitor loaned staff assignments and temporary coverage arrangements to ensure continuity of support.
- Coordinate internal hiring or deployment of TC profiles as required.
- Work closely with TC Resource Managers to align staffing actions with client and business needs.
- Track temporary assignments, transition timelines, and backfill requirements to minimize service disruption.
8. Joiner–Mover–Leaver (JML) and Access Management
- Oversee and coordinate Joiner, Mover, Leaver (JML) processes for assigned staff.
- Ensure timely client access provisioning and deprovisioning, including systems such as Citrix and other required tools or platforms.
- Coordinate with relevant teams to ensure compliance with onboarding, transfer, and offboarding requirements.
- Maintain accuracy and timeliness of access-related records and process documentation.
9. Finance, Billing, and Allowances
- Review and approve invoices in IBS in accordance with internal controls and billing requirements.
- Extract GSC timesheets required for billing and reporting purposes.
- Validate timesheet data to ensure completeness, accuracy, and billing readiness.
- Coordinate with finance and relevant operational teams to resolve discrepancies affecting billing or invoicing.
- Support accurate and timely revenue-related operational processes.
10. Data Reporting and Cadence Management
- Maintain and update weekly cadence reports across service lines.
- Consolidate operational data for leadership reporting, client reviews, and internal management updates.
- Ensure reporting outputs are accurate, timely, and aligned with stakeholder requirements.
- Track operational metrics and trends to support workforce planning, service visibility, and decision-making.
11. Performance and Talent Management Support
- Request and coordinate performance feedback from clients for GSC staff based on defined review cycles:
- Probationary employees: 3rd and 4th month
- Regular employees: Quarterly
- Consolidate and process client feedback for overall GSC staff performance.
- Endorse performance outcomes to the Performance Manager, including cases for discontinuance for probationary and regular employees when applicable.
- Coordinate mentee or discontinuance sessions for probationary staff together with the Performance Manager and relevant Account Manager.
- Support talent-related discussions by ensuring timely, accurate, and well-documented performance inputs from clients.
Qualifications
- Bachelor's degree in Business Administration, Management, Operations, or a related field.
- Relevant professional certifications in operations, project management, service delivery, or process improvement are an advantage.
Experience
- 6–9 years of experience in client-facing operations, client management, service delivery, account coordination, or engagement support roles.
- Experience in professional services, shared services, global service centers, or advisory environments is preferred.
- Demonstrated experience managing senior stakeholders and handling sensitive or high-impact client situations.
- Proven experience in resource management, governance reporting, billing coordination, and cross-functional stakeholder management.
- Experience working with workforce management, reporting, and operational systems such as IBS, timekeeping tools, or access management platforms is an advantage.
