Client Relationship Manager

Role SummaryWe are looking for an experienced Head of Client Servicing to take complete ownership of client relationships, queries, service delivery and team management.

The person should be analytical, proactive and strong in team handling, with the ability to coordinate with internal teams and ensure every client issue is resolved within the agreed timeline.

• Key ResponsibilitiesTake complete ownership of day-to-day client servicing.
• Handle and resolve client queries, complaints and escalations.
• Ensure all client requests are tracked and closed within SLA.
• Coordinate with Operations, Claims, Technology, Finance and other internal teams.
• Conduct regular client review meetings and share MIS reports.
• Analyse client data, claims, utilisation, pending cases and service performance.
• Identify recurring issues and implement corrective actions.
• Manage and guide the client servicing team.
• Allocate work, monitor team performance and ensure timely closure.
• Maintain client action trackers and follow up until closure.
• Prepare monthly/weekly client performance reports.
• Proactively identify client dissatisfaction and potential escalation areas.
• Support client retention and renewal activities.
• Improve client servicing processes and SOPs.
• Required SkillsExcellent communication and client relationship skills.
• Strong analytical and problem-solving ability.
• Good knowledge of MS Excel and MIS reporting.
• Strong team handling and leadership experience.
• Ability to manage multiple clients and priorities.
• Strong follow-up and ownership mindset.
• Good escalation and conflict management skills.
• Ability to work independently and coordinate across departments.

Ideal CandidateThe candidate should be someone who takes ownership from query to closure, analyses the issue, coordinates with the right team, follows up until resolution and communicates the outcome clearly to the client.

Preferred: Experience in healthcare, insurance, TPA, employee benefits, corporate wellness or health-tech.