Job Description:
The Client Delivery Lead acts as the primary liaison between the client and the BPO delivery team, ensuring services are executed effectively, timely, and in alignment with contractual and performance commitments. Based in Ajman, this role is responsible for client onboarding, SLA monitoring, issue resolution, and delivery governance. The Delivery Lead manages cross-functional teams to ensure business continuity and service excellence across different verticals. Regular duties include conducting client review calls, preparing performance reports, analyzing service trends, and implementing corrective measures for underperforming areas. Additionally, the lead contributes to strategic planning, identifies process improvement opportunities, and fosters a client-centric culture within the delivery team. The Client Delivery Lead plays a central role in maintaining trust, ensuring compliance, and enhancing operational agility in Ajman’s emerging BPO landscape.
Job Requirement:
A bachelor’s degree in business, operations, or client services is preferred, with 5–8 years of experience in BPO operations and at least 2 years in a client-facing delivery role. Candidates must demonstrate strong service management, interpersonal, and analytical skills. Experience in using performance reporting tools, handling escalations, and collaborating across functions is essential. A results-driven mindset and ability to build long-term client relationships are crucial.
