AuthBridge - Deputy Manager - Client Servicing

About AuthBridge:

Authbridge is India's largest Authentication company, delivering cutting edge technology and alternate data analysis for Identity management, Onboarding & Verification and Business Intelligence. We provide solutions across three verticals:

- BFSI Solutions

- Workforce Solutions

- Business Solutions

Over 1500+ clients across 30+ sectors, including Fortune 500 and Indian unicorns, rely on AuthBridge's sophisticated authentication products. These API enabled and AI/ML powered products are supported by the largest proprietary identity, education and criminal databases in the country - allowing us to perform seamless and near instant authentication checks. With a large product and technology team, AuthBridge has conducted over 10 million verification checks since its inception in 2005. AuthBridge is ISO 9001:2015 certified for quality and ISO/IEC 27001:2013 compliant for information security.

Location: Gurugram (WORK FROM OFFICE)

Must have Work Experience: Manage customer service delivery processes for the assigned projects/clients with end-to-end delivery of required solutions within pre-decided TATs and quality parameters.

About the Role: Responsible for managing end-to-end client queries and ensuring resolution.

Qualification & Functional Skills:

- Prior Experience in handling large Client accounts.

- Excellent communication & interpersonal skills

- Should have prior experience with BGV preferable or managing client services in Global BPOs / Shares Servies

- Dynamic, self-motivated team player with a positive attitude to work, Patience, high Client orientation and common business sense.

- Demonstrated skills in Project Management

Job Responsibilities:

Client Service Delivery

- Ensure the delivery of operational processes to high standards of accuracy and quality.

- Scheduling Monthly/Weekly reviews with the clients in order to minimise the gap between process and delivery.

- Review of client Performance, Publishing Dashboard and data summaries to clients.

- Develop and lead a high-performing team to deliver an exceptional client experience supporting to business growth.

- Building and maintaining relationships with clients and guiding teams towards the achievement of client objectives

- Implement and improve on processes to ensure a leading service is provided to clients.

- Owns the service escalation process.

- Ensures appropriate urgency from all stakeholders during issue resolution.

- Manages internal and external communications.

- Directs the resolution process.

- Managing a team of client servicing executives

- Good understand of both creativity and technology.

- Presenting of credentials and leveraging the same with Client.

Continuous Improvement

- Publishing surveys for Feedback and ensuring the same are duly submitted by the client.

- Proactive analysis on process gaps and curbing down the same in order to create customer delight.

- Compliance & SLA

- Ensure ISO adherence.