Program Manager

We are looking for a Program Manager to lead and manage client servicing programs s role requires strong project management, client relationship management, and operational expertise to ensure seamless delivery of services. The Program Manager will act as the bridge between clients, internal teams, and leadership, ensuring client satisfaction, process excellence, and business growth.

Responsibilities

- Act as the primary point of contact for strategic clients and ensure effective servicing and delivery of solutions.
- Manage end-to-end program execution including planning, implementation, tracking, and reporting.
- Collaborate with cross-functional teams (Operations, Technology, Sales, and Product) to ensure timely and accurate service delivery.
- Establish and monitor KPIs, SLAs, and quality standards for client programs.
- Conduct regular review meetings with clients to discuss performance, feedback, and improvements.
- Handle escalations and ensure quick resolution of client issues.
- Identify opportunities for process optimization, automation, and upselling.
- Prepare and present program reports, dashboards, and business reviews to leadership and clients.
- Lead a team of associates/managers, providing guidance, mentoring, and performance management.
- Drive client satisfaction and retention by ensuring proactive communication and value delivery.

Qualifications

- Strong expertise in program management and client servicing.
- Proficiency in using MS Excel, PowerPoint, CRM tools, and reporting systems.
- Excellent stakeholder management, communication, and presentation skills.
- Strong problem-solving and analytical mindset.
- Ability to handle multiple clients and projects simultaneously.
- Knowledge of B2B client servicing, preferably in verification, BFSI, ITES, or SaaS industries.