Associate Director, Client Services

About the role

The Associate Director of Client Services acts as the strategic relationship owner and primary point of contact for assigned fintech clients. You will ensure successful delivery, growth, and profitability of client programs while maintaining operational excellence and high client satisfaction.

Key responsibilities

• Serve as the trusted advisor and main liaison for assigned clients, managing contracts, service levels, and business objectives.
• Lead business reviews, governance meetings, and executive presentations.
• Collaborate with Operations, Workforce Management, Quality, Training, Talent Acquisition, Finance and other support teams to meet client and company goals.
• Identify risks and opportunities, develop action plans, and drive resolution of client concerns.
• Manage client initiatives using structured project‑management practices, tracking deliverables, timelines and dependencies.
• Support new client implementations, program launches and operational changes.
• Oversee accurate invoicing, monitor account profitability and pursue revenue opportunities.
• Develop continuous‑improvement initiatives to boost client satisfaction and operational performance.
• Host client site visits and act as escalation point for significant issues.

Required profile

• Bachelor’s or higher degree in Business, Finance, Economics or related field.
• Minimum 8 years of experience in a BPO call‑center environment, including at least 2 years in a senior‑manager role.
• 2‑5 years of experience in client services or account management.

Required skills