AuthBridge - Manager - Client Servicing

AuthBridge - 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: Responsible for managing end-to-end client queries and ensuring resolution.

Key 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.

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.

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

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.