Responsibilities:

• Lead a team of operations (Span of ~200-300) for multiple LOB’s (Follow-Up, Billing).
• Oversee and ensure quality, timely delivery of projects or services to clients.
• Act as the primary point of contact for client deliverables, building strong partnerships and trust with onshore teams
• Monitor and report on agreed client metrics—such as SLA adherence, client satisfaction scores, and issue resolution times. Drive KLA’s & NPS score
• Develop and implement strategies for continuous improvement in client experience and project delivery.
• Proactively address escalations and risks, providing rapid solutions to client concerns.
• Align internal teams with client expectations, balancing resource capabilities and project requirements.
• Conduct regular client meetings to review delivery performance and gather feedback.