AuthBridge - Manager - Client Servicing

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.

About the Role:

- In this role the person will be responsible for leading and managing one or more teams of Customer Support Representatives to ensure exceptional service delivery to our clients.

- The person will play a pivotal role in maintaining high customer satisfaction levels, resolving escalating issues and continually improving our support processes.

Key Responsibilities:

Team Leadership & Management:

- Lead & motivate the team, provide guidance, support and mentorship to achieve individual and collective goals

- Set clear objectives, communicate expectations effectively and monitor performance regularly

- Foster collaborative and inclusive team culture that promotes creativity, innovation and continuous improvement

Customer Service Excellence:

- Oversee day-to-day operations of the customer support team(s) to ensure prompt and effective resolution of client inquiries, concerns and escalations

- Monitor key performance metrices such as response times, resolution rates and customer satisfaction scores

- Implement strategies to continuously improve service quality, efficiency and customer experience

Escalation Management:

- Act as a point of escalation for complex or high priority customer issues, providing timely and effective resolution

- Collaborate with cross-functional teams such as technical support, account management, sales or product management to address customer concerns and implement solutions

Process Improvement:

- Identify opportunities to streamline support processes, enhance productivity and optimize resource allocation

- Implement best practices, SOPs and tools to improve the efficiency and effectiveness of the function

- Drive team's agenda on continual improvement goals with active participation in initiative pertaining to process improvement or process automation

- Aspire to be an industry-standard in whatever process / operation you lead.

Training & Development:

- Develop and deliver training programs to onboard new team members and enhance skills of existing team

- Co-ordinate training programs and workshops to enhance the skills and knowledge of team members

- Conduct regular performance evaluations, provide constructive feedback and support professional development plans

- Identify training needs and opportunities for skill enhancement to ensure team members are equipped to perform their roles effectively

Client Communication & Relationship Management:

- Build strong relationship with clients by demonstrating a deep understanding of their needs and delivering personalised support solutions

- Communication proactively with clients to provide updates, gather feedback and address any concerns or issues

- Drive regular formal reviews with client

Must have work Experience:

- Proven experience in Client Servicing operations, preferably in B2B environment with a minimum of 3 years of experience in a supervisory or managerial role.

Qualification & Functional Skills:

- Engineering and MBA (from one of only leading institutes)

- Strong leadership skills with ability to inspire, motivate and empower team members to achieve goals and objectives.

- Excellent organizational and time management abilities with a keen eye for detail and a focus on delivering high quality results

- Exceptional communication and interpersonal skills, capable of building rapport with clients, team members and other stakeholders

- Proficiency in using office productivity tools, project management software and Customer Support softwares like Freshdesk

- Analytical mindset with the ability to interpret data, identify trends and make data driven decisions to improve operational performance

- Knowledge of best practices in customer service management and a commitment to continuous learning and development.

Did you Know this about AuthBridge:

Authbridge case study titled "Innovating HR Operations in India", based on AuthBridge's innovative Operations Management, is now taught as a part of the MBA curriculum of the Ivy League Business Schools, Cornell University.

Authbridge also have a case study on AuthBridge's story on Innovation and Entrepreneurship by Indian Institute of Management (IIM), Ahmedabad.

Equal Opportunity Employer & Other Conditions:

We are an equal opportunity employer. AuthBridge is dedicated to being an employer that provides equal opportunities to all individuals. We firmly believe in cultivating a work environment that fosters support, inspiration, and respect for everyone. Our HR processes and policy decisions are rooted in merit and are applied without any form of discrimination, including race, colour, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or any other characteristic protected under law.

Further, it is the Company's policy to not employ children who are under the age of 18 years under any circumstance. The Company is against all kinds of exploitation of children and shall conduct its hiring in compliance with applicable laws.