Program Coordinator & Relationship Lead

Job Description:

Program Coordinator & Relationship Lead About the Position

The Program Coordinator / Candidate Relations Coordinator is responsible for delivering high-quality customer service, strengthening client relationships, and supporting the operational delivery of client testing programs. This role acts as a key liaison between candidates, clients, test site administrators, internal teams, and regional business stakeholders across the Globe. The position is accountable for handling complex escalations, preparing accurate client reports, ensuring timely delivery of candidate results, and identifying opportunities to improve service quality through process discipline and AI-enabled ways of working.

• Act as a professional point of contact for clients, candidates, test site administrators, and internal stakeholders, ensuring all interactions are handled with accuracy, empathy, and urgency.
• Directly liaise with Global lines of business to support client program requirements, operational queries, and service-related follow-ups.
• Promote client programs, products, and service offerings by providing clear, consistent, and client-aligned information to customers and stakeholders.
• Support client management activities by maintaining strong working relationships, understanding client expectations, and ensuring commitments are tracked through to completion.
• Identify additional opportunities, operational risks, and potential trouble areas that may impact the client or candidate experience.

• Handle Level 3 escalation calls and complex service-related issues with professionalism, ownership, and timely follow-through.
• Act as an escalation point for unresolved or high-impact service problems, coordinating with relevant teams to drive resolution.
• Maintain service level agreements for different lines of business by monitoring priorities, ageing items, response timelines, and closure expectations.
• Support event handling activities by coordinating operational requirements, addressing urgent issues, and ensuring a smooth client and candidate experience.
• Input accurate customer, candidate, and case information into relevant databases and systems to support auditability, reporting, and operational continuity.

• Prepare, validate, and share accurate client reports in line with agreed timelines, quality standards, and stakeholder expectations.
• Ensure candidate results are sent to clients in a timely and compliant manner, following client-specific requirements and internal processes.
• Analyze operational data to identify trends, service gaps, recurring issues, and opportunities for process improvement.
• Maintain reporting discipline by ensuring data accuracy, proper documentation, and clear commentary for stakeholders.
• Use reporting outputs to support client conversations, service reviews, operational planning, and continuous improvement initiatives.

• Support AI-enabled improvements that enhance customer service, reporting accuracy, knowledge management, and operational efficiency.
• Use approved AI tools responsibly to assist with drafting, summarizing, data review, trend identification, and standard communication, while ensuring human review and final accountability.
• Identify repetitive tasks, reporting patterns, and service workflows that can be improved through automation, AI assistance, or process standardization.
• Contribute to the creation and refinement of templates, prompts, knowledge articles, and standard operating guidance to improve consistency across teams.
• Ensure AI-assisted outputs are reviewed for accuracy, appropriateness, confidentiality, and compliance with internal policies before use or distribution.

• Assist in training, coaching, and monitoring call centre agents to ensure consistent service quality and adherence to client-specific requirements.
• Provide guidance on escalations, process updates, reporting expectations, and customer communication standards.
• Collaborate with cross-functional teams to resolve issues, improve workflows, and support business priorities.
• Maintain accurate documentation of actions taken, client requirements, escalations, and operational updates.

• Minimum 5 years of experience in Customer support position.
• Strong customer service orientation with experience handling complex client, candidate, or stakeholder…