Assistant Manager-US Client; BPO; servicing-Mumbai

Role & Responsibilities

As the Concierge Assistant Manager at First Advantage, you will drive the overall vision and provide transformational leadership for our Clinical Concierge team, who is unique in playing a hybrid role of both fulfillment and customer support. You will manage the operational activities of our U.S. organization, ensuring day‑to‑day operations and processes run smoothly, efficiently, and consistently. This pivotal leadership role involves ensuring accountability, process adherence, KPI management, and cross‑functional coordination.

You will also oversee the team's customer support efforts, ensuring a customer‑centric approach that prioritizes the needs and satisfaction of our customers. You will be strong in collaboration, working closely with various departments to achieve operational excellence. This high‑impact position is designed to support sustainable growth and operational excellence, ultimately benefiting our customers.

• Drive overall Clinical Concierge strategy and establish & monitor Clinical Concierge KPIs to assess the team’s performance
• Monitor ongoing or escalated issues impacting operations and customer program performance, and coordinate resolutions to ensure optimal performance and customer satisfaction
• Collaborate with customer‑facing groups to problem‑solve and implement customers' unique operational and/or technical requirements to optimize the customer experience and enhance effectiveness
• Support in driving productivity & quality, and lead process improvement initiatives
• Measure the effectiveness of Clinical Concierge by defining operational metrics, tracking systems, and reporting to the Healthcare Leadership team
• Review trends for order volume, phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made o Review quality performance measurements, provide input for coaching performance/action plans as applicable plus staff development and leadership coaching
• Drive new business growth through greater advocacy reference‑ability
• Ensures that customer satisfaction is achieved through effective communication, problem solving, and efficient processes
• Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives

• 7-10+ years’ experience in operations or customer service management with a technology/SaaS company, with at least 3+ years in a leadership role. Experience working with drug and occupational health screenings, preferred
• Strong leadership, organizational, and project management skills to manage multiple responsibilities
• Strategic and creative thinker with a bias for action; strong conflict resolution and negotiation skills
• Exceptional communication and interpersonal abilities, with a collaborative mindset
• Extensive analytical skills with experience in data modeling, dashboards, and operational KPIs
• Strong listening skills, attention to detail, decision‑making skills, and easily