Lead, Client Service Operations

About the role

The Lead, Business Support Services is responsible for the day-to-day management and successful delivery of one or more Business Support Services offerings. The role provides operational leadership by ensuring service requests are delivered accurately, within agreed service levels, and in accordance with established quality standards.

What you'll do

• Own the end-to-end delivery of assigned Business Support Services offerings, ensuring work is completed within agreed service levels and quality expectations
• Manage day-to-day operational activities, balancing workload, priorities, and resource allocation to ensure efficient service delivery
• Monitor work queues, request volumes, turnaround times, and service performance, taking proactive action to address delivery risks
• Ensure business continuity through effective workload planning and resource management
• Support transition of new services and operational activities into the Business Support Services operating model

What you need

• 6–8 yrs of experience
• Customer service
• SOP writing
• Escalation handling
• MS Office
• Performance management
• PowerPoint
• BBA or B.Com

Good to have

• Salesforce
• ServiceNow