Service Delivery & Client Lead

The Service Delivery & Client Lead ensures exceptional service delivery to B2B clients while maintaining mature and strategic client relationships. This role oversees the operational execution of client commitments, monitors performance against SLAs, and ensures that teams deliver efficiently, accurately, and consistently.

The ideal candidate combines strong B2B client management and operational leadership skills with a passion for process excellence. Experience in HR services, background screening, or BPO operations is an advantage.

Job Scope: 

Client Relationship Management

• Serve as the primary point of contact for assigned B2B clients, managing expectations and ensuring consistent satisfaction.
• Build and sustain trusted relationships with key client stakeholders through proactive communication and solution-driven engagement.
• Anticipate client needs, escalate issues promptly, and provide data-driven recommendations to enhance client experience.
• Deliver strategic insights and periodic updates on service performance, SLAs, and operational metrics.

Service Delivery & Operations Oversight

• Ensure operations deliver on all client commitments, SLAs, and KPIs across background verification and assessment services.
• Oversee day-to-day service delivery, identify potential risks or process gaps, and implement timely corrective measures.
• Collaborate with internal teams (Operations, Quality, Billing, and IT) to optimize workflows and standardize delivery processes.
• Lead resource planning and capacity management to ensure the team can meet client requirements effectively.

Team Leadership & Development

• Lead, coach, and motivate service delivery teams to achieve excellence in performance and accountability.
• Foster a culture of client-centricity, quality, and continuous improvement.
• Conduct regular alignment and feedback sessions to strengthen skills and reinforce SOP compliance.

Reporting, Quality & Continuous Improvement

• Track, analyze, and report on operational performance, SLA adherence, and client satisfaction metrics.
• Identify opportunities for process automation, efficiency gains, and quality enhancement (e.g., Sherlock v2 initiatives).
• Collaborate with senior leadership to align operational strategies with overall business goals and client expectations.

Qualifications:

Education

• Bachelors degree in Business Management, Operations, or related field.
• Post-graduate certification in Service Management, Operations, or Client Relations is a plus.

Experience

• Minimum of 3-5 years of experience in B2B client management, service delivery, or operational leadership.
• Proven ability to manage client relationships with professionalism, tact, and strategic insight.
• Strong understanding of service operations, SLA governance, and process improvement.
• Familiarity with HR services, background verification, or BPO environments is an advantage.
• Hands-on experience with CRM systems, reporting tools, and workflow management platforms.

Skills & Competencies

• Strong client relationship management and stakeholder engagement.
• Excellent leadership, mentoring, and performance management capabilities.
  
• Demonstrated ability in process optimization, SLA monitoring, and data-driven reporting.
  
• Strong analytical, problem-solving, and decision-making skills.
  
• Ability to balance client satisfaction, operational delivery, and team performance.