Client Operations Lead (Onsite)
Position Summary:
We are seeking a Client Operations Lead who brings a strong business mindset, a deep commitment to delivering exceptional client outcomes, and the ability to inspire a culture of operational excellence and professionalism. In this role, you will ensure seamless service delivery, foster long-term client relationships, and drive continuous improvement in processes and performance.
Key Responsibilities:
• Leadership & Team Development
o Lead, coach, and develop a high-performing client operations team.
o Foster a culture of accountability, continuous learning, and operational excellence.
o Provide regular performance feedback, mentoring, and support to team members.
o Supervise daily operations, performance, attendance, payroll, and KPI alignment of assigned staff; drive engagement, coaching, and retention while ensuring compliance and collaboration across departments.
• Client-Centric Operations
o Ensure each team delivers consistent, high-quality service aligned with client expectations and SLAs.
o Monitor and optimize daily workflows to ensure timely, accurate execution of client requests.
o Serve as an escalation point for complex client issues, ensuring swift resolution and clear communication.
o Deliver exceptional client experiences, manage onboarding, resolve issues, maintain strong relationships, identify growth opportunities, and proactively report client trends or risks to senior executives.
• Business & Process Improvement
o Identify and implement process enhancements that improve efficiency and client satisfaction.
o Collaborate with cross-functional teams (sales, finance, product, etc.) to drive initiatives that support business growth.
o Analyze operational data to inform decision-making and track progress against KPIs.
• Professionalism & Culture
o Model professional behavior and high ethical standards in every interaction.
o Promote a respectful, inclusive, and collaborative work environment.
o Lead by example in upholding company values and policies.
Qualifications:
• Bachelor’s degree in Business Administration, Operations, or related field
• 5+ years of experience in client services, operations, or team leadership roles.
• Proven ability to lead and develop teams in a dynamic, fast-paced environment.
• Strong business acumen and a results-driven mindset.
• Exceptional communication, interpersonal, and problem-solving skills.
• Experience with CRM, ticketing systems, or operational platforms is a plus.
Key Competencies:
• Client-focused approach to service delivery
• Leadership and people development
• Operational efficiency and continuous improvement
• Strategic and critical thinking
• Professionalism and emotional intelligence
Due to the volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Flat Planet recruiters via the firm’s business contact number or business email address.
