Client Request Specialist

The opportunity

The Client Requests Specialist ensures smooth, compliant handling of inbound client requests and questionnaires during onboarding and through the life of the relationship. The role coordinates cross‑functional inputs from Subject Matter Experts (SMEs), manages SLA‑driven triage, and maintains the central repository and FAQs used by Sales and Support. The Client Requests Specialist safeguards accuracy and completeness of privacy, security, and regulatory responses and ensures governance processes are followed across all business units.

(Scope aligned to CL/HBI Enterprise threads referencing the Client Requests workflow.)

Key Responsibilities

- Intake, Triage & SLA Management
- Run the intake triage on the ticketing system for new client requests; classify by type, sensitivity, and due date; assign owners; and track SLAs end‑to‑end.
- Monitor SLA adherence daily; escalate risks proactively when timelines or quality are at risk; publish status updates to Sales and stakeholders.
- Act as an escalation point for complex clients or high‑risk requests requiring internal SME review.
- Compliance & Security Response Leadership
- Support in privacy, security, and compliance checks during client onboarding; by coordinating with Subject Matter Experts (Info Sec, Privacy, , IT, Product, Data) and synthesize client‑ready responses.
- Ensure responses reflect current HBP policies (e.g., supplier engagement/governance guidance) and are consistent with internal authority.
- Maintain oversight of privacy/regulatory narratives and ensure appropriate approvals before release.
- Knowledge Assets & Content Library
- Draft and maintain standardized responses using the central repository; curate and regularly audit content to remove duplicates, retire outdated text, and add new approved language.
- Build and refresh FAQs for Sales and Support; capture recurring questions from live engagements and feed improvements back into templates.
- Perform QA on sensitive responses to ensure accuracy, completeness, and tone—recognizing many outcomes may have legal implications.
- Conduct quality assurance reviews on sensitive communications to verify that all information is accurate, comprehensive, and appropriately worded—acknowledging that responses may carry legal significance.
- Stakeholder Communication & Governance
- Coordinate with Internal Team SMEs and Stakeholders to compile timely, accurate answers for clients and clarify scope where tickets are managed within teams.
- Communicate updates, blockers, and decision needs to Sales; maintain a clear audit trail of requests, decisions, and approvals.
- Reporting & Continuous Improvement
- Prepare weekly and monthly reports by collecting, analyzing, and summarizing intake volumes, SLA performance, top risk themes, and knowledge‑base usage.
- Recommend improvements to workflows, templates, and approval processes; support annual policy updates and ensure repository content is aligned accordingly.

- Qualifications & Skills (Must‑Have)

- Education:

B.E/B.TECH/B.Sc./M.TECH/M.E/M.Sc. in Computer Science/ IT / Information Security / Data Privacy / Compliance (or related discipline).

- Experience:

≥2 years in client onboarding, compliance, or a related governance function.
- Strong understanding of hosting models; ability to interpret focus areas in client questionnaires and translate into clear, client‑ready language.
- Proven ability to manage multi‑stakeholder workflows with firm ownership and follow‑through.
- Excellent written and verbal communication; high attention to detail given legal consequences of inaccuracies.
- Hands‑on tools like Guru, ticketing/work‑queue systems like Jira, and collaboration suites (M365/Teams/SharePoint/One Drive/Confluence).

Experience with Governance, Risk, and Compliance tools are a plus.

Please apply if the JD matches your role