Job Description:
The Client Delivery Lead in Al Thakhira is responsible for managing and ensuring seamless service delivery to key clients within the BPO environment. This client-facing role focuses on aligning operational performance with client expectations, managing delivery teams, and driving initiatives that enhance customer satisfaction and service quality.
Key responsibilities include overseeing day-to-day client operations, monitoring service levels, handling escalations, and conducting regular business reviews. The lead works closely with internal departments—operations, quality, training, HR, and workforce management—to coordinate resources and implement process improvements. Additionally, the role involves tracking KPIs, preparing performance reports, and identifying opportunities for account growth and efficiency. The Client Delivery Lead serves as the main point of contact for strategic and operational discussions with the client.
Job Requirement:
Education: Bachelor’s degree in Business, Management, or related discipline; advanced certifications in service delivery or project management are a plus.
Experience: 5–7 years in client delivery or service management within the BPO or ITES industry, including 2–3 years in a leadership role.
Skills:
Strong understanding of BPO service delivery frameworks and SLA management.
Excellent client engagement and relationship-building capabilities.
Data-driven mindset with proficiency in reporting tools and performance tracking.
Conflict resolution, issue escalation, and stakeholder coordination skills.
Effective leadership, mentoring, and team management skills.
Language: Fluency in English is essential; Arabic is an advantage.
Other Requirements:
Ability to work under pressure and meet tight deadlines.
Willingness to support 24/7 operations or cross-time-zone clients.
Strategic thinking with a focus on innovation and continuous improvement.
Travel flexibility for client meetings or delivery site visits.
