Client Success Lead

Client Success Operations Lead (BPO)

Role Overview

We are seeking a highly client-focused Client Success Operations Lead to manage operational delivery while acting as a key liaison between clients and internal teams. This role is heavily client-facing, responsible for building strong relationships, managing expectations, and ensuring service delivery meets agreed SLAs within a fast-paced BPO environment.

Key Responsibilities

• Serve as the primary point of contact for clients, managing day-to-day communication, queries, and escalations.

• Build and maintain strong client relationships through regular engagement and structured business reviews.

• Lead the onboarding and implementation of new clients and programs, ensuring operational readiness.

• Oversee operational performance, tracking KPIs, productivity, quality, and client satisfaction.

• Translate client requirements into clear operational actions for i...