Account/Client/Service Coordinator

Job Location

Job Description

The Client Service Delivery Co-ordinator is role is focused on Service Delivery for GCR in IMEA. This is the essential link and guide resource across the RBU/ SMO business Teams, third party Vendor Operations and GCR contact for IMEA. The role is accountable for ensuring Vendor Operations can operate optimally and effectively by providing an independent assessment of the quality of systems and ensuring compliance. May have a variety of responsibilities based on the unique position, primarily including providing key support for managing relationships with customers and/or third-party vendors and resolving customer issues. May also be responsible for maintaining accurate customer records and collecting, tracking, and reporting data on key metrics related to the account/client.

Job Qualifications

HOW SUCCESS LOOKS LIKE

• Team Collaboration and Leadership: Smooth Coordination across teams and effective problem solving.
• Process Improvement & Innovation: Leveraging Technology or Process enhancements to increase efficiency and client satisfaction.
• On Time Delivery: Services delivered on Time, within scope and meeting SLA’s
• Leadership in Audits: Lead audits with a high-performing team, effectively managing key stakeholders to drive compliance and quality improvements.
• Continuous Learning: Demonstrate agility in learning and acquiring new skills to adapt to evolving Consumer Relations landscapes.

RESPONSIBILITIES OF THE ROLE

• Service Expertise: Provide expert guidance on quality system standards to ensure client needs are met with precision and compliance.
• Delivery Planning: Lead and coordinate service delivery schedules (e.g., audits), ensuring timely execution aligned with client expectations.
• Client Coordination: Act as the key liaison between internal teams (QA, Brand, Sales, Etc ) and client stakeholders to ensure smooth scheduling, updates, and issue resolution.
• Timely Execution: Ensure deliverables (e.g., audits) are completed within agreed timelines, managing delays and communicating updates to leadership and clients.
• Independent Management: Handle service delivery independently or with support teams depending on complexity, ensuring consistency and quality.
• Pre-Engagement Prep: Conduct planning meetings, gather necessary information, and align agendas and objectives with clients and internal teams.
• Team & Role Alignment: Clarify roles within the Vendor team to ensure accountability and efficient collaboration.
• Issue Escalation Management: Monitor system for potential risks or escalations and promptly communicate to senior leadership for proactive resolution.
• Training & Support: Partner with internal teams to deliver client education and support on compliance, systems, and industry standards.
• Reporting & Communication: Prepare and present service delivery outcomes in a clear, structured format per client and corporate standards.
• Bring out the best - Build strong productive relationships with Customers and GCR Teams. Be flexible and experiment, identify new opportunities to deliver.

ROLE REQUIREMENTS

• Client Communication: Exceptional verbal and written communication skills to engage, inform, and influence clients and stakeholders effectively.
• Relationship Building: Strong interpersonal skills to build trust, manage expectations, and foster long-term client partnerships.
• Service Delivery Expertise: Solid understanding of service operations, quality assurance, and compliance to ensure high delivery standards.
• Leadership & Collaboration: Ability to lead cross-functional teams in a matrixed environment, ensuring seamless coordination and alignment.
• Business & Customer-Centric Mindset: Clear understanding of client needs, with the ability to align service delivery to support their business goals.
• Technology & Innovation: Comfortable using digital tools and platforms; continuously seeks ways to improve processes through innovation and data-driven insights.
• Presentation Skills: Able to translate complex service or compliance information into clear, client-facing presentations and reports.

PREREQUISITES

• Quality Assurance Knowledge: Proven experience with Quality Monitoring and providing feedback to Team and Advisors.
• Problem-Solving Ability: Skilled in identifying root causes and implementing long-term, systemic solutions.
• Compliance Knowledge: Strong grasp of Consumer Relations frameworks and compliance standards.
• Influencing & Leadership: Ability to influence and lead across various levels and functions.
• Cross-Functional Collaboration: Experience working effectively across teams, functions, and geographies.

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