Client Services Lead – India

The Client Services Lead is responsible for driving operational excellence by implementing strategic initiatives that enhance service delivery, improve efficiency, and align operations with business objectives. This role ensures that the Client Services team consistently meets and exceeds SLA requirements while focusing on team development, productivity, and accuracy.

Key Responsibilities

Operations Management

• Lead and manage the Shared Services Centre (SSC) to ensure smooth daily operations.
• Oversee onboarding, compliance, and lifecycle management for contingent workforce clients.
• Monitor and improve service levels (SLAs) and key performance indicators (KPIs).
• Drive process improvements through automation and operational excellence initiatives.
• Act as an escalation point for complex issues and provide resolution strategies.
• Mentor and develop team members to enhance performance and outcomes.

Stakeholder & Client Management

• Collaborate with global teams (UK/US/EU) to align SSC operations with international standards.
• Serve as the primary point of contact for internal and external stakeholders.
• Ensure high levels of customer satisfaction and service delivery.
• Partner with HR, Finance, and Compliance teams to maintain adherence to policies and regulations.

Service Delivery & Performance Management

• Drive high performance within the shared services team against defined quality standards.
• Establish and track KPIs and performance metrics.
• Develop reports and dashboards to monitor trends and support data-driven decisions.
• Identify gaps in service delivery and implement corrective actions.
• Introduce quality assurance frameworks to enhance service outcomes and customer satisfaction.

Process Improvement & Compliance

• Ensure compliance with local and international employment laws and payroll regulations.
• Implement best practices to improve efficiency, accuracy, and scalability.
• Identify opportunities for automation and technology integration.
• Standardize and streamline processes to improve service consistency.

People Management & Development

• Lead, mentor, and coach team members to build a high-performance culture.
• Conduct regular training programs to strengthen expertise in payroll, compliance, and workforce solutions.
• Manage workforce planning, performance reviews, and employee engagement initiatives.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Management, Accounting, or a related field.
• Proven experience in a similar role within a shared services or client services environment.
• Strong experience in team management and operational oversight.
• In-depth knowledge of contingent workforce compliance and employment regulations.
• Exposure to RPA, automation tools, or process improvement methodologies (Lean, Six Sigma) is an advantage.

Key Skills & Competencies

• Leadership & People Development: Ability to guide, mentor, and motivate teams.
• Operational Excellence: Strong focus on process improvement and efficiency.
• Communication Skills: Clear and effective written and verbal communication.
• Stakeholder Management: Strong relationship-building and client management skills.
• Technical Proficiency: Familiarity with HRMS, ERP systems (e.g., SAP, Workday, ADP), and MS Office.
• Attention to Detail: High level of accuracy and organizational capability.
• Problem Solving & Decision Making: Analytical and data-driven approach.
• Adaptability & Ownership: Self-driven with the ability to work independently and collaboratively.

Behavioral Expectations

• Demonstrate integrity, accountability, and professionalism in all activities.
• Embrace teamwork, adaptability, and continuous learning.
• Maintain a customer-centric and solutions-oriented approach.
• Uphold company values and contribute to a collaborative work culture.

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CTC: up to 25 LPA