Note: This is a 1-year renewable contract role.

Job Overview

We are seeking a customer-focused and operationally strong account management person to oversee service delivery and client engagement on daily operations. This role serves as the key escalation point for clients, ensures SLA and KPI adherence, and drives continuous service improvement through strong process governance and team leadership.

What you will be doing

• Serve as the primary escalation point for clients on service delivery matters, ensuring prompt resolution and transparent communication.
• Lead and supervise a small team of junior staff to meet agreed service levels, KPIs, and operational targets.
• Establish, implement, and enforce Standard Operating Procedures (SOPs) to ensure consistency, quality, and compliance.
• Build and maintain strong client relationships through regular engagement sessions, including the delivery of monthly serv...