Relationship Manager

Job Description: Relationship Manager
Experience: 7 to 10 years
Location: GIFT City, Gandhinagar

Role Overview

The Team Lead / Relationship Manager will manage the delivery of document preparation, document management, and industry-specific compliance services. The role will ensure accurate and timely delivery in line with agreed SLAs and KPIs while acting as the single point of contact for clients.

Key Responsibilities

Team Delivery, Quality, Compliance and Performance
• Lead the team, allocate work, manage priorities and capacity, and ensure accurate and timely delivery within agreed SLAs and turnaround times.
• Monitor work volumes, productivity, utilization, quality, pending items, errors, rework, complaints, and overall KPI performance.
• Review deliverables to ensure compliance with client instructions, approved templates, industry standards, internal policies, and confidentiality requirements.
• Maintain updated SOPs, checklists, process documents, client instructions, and approval records, and provide support during audits.
• Coach team members, conduct performance reviews, address delivery and quality issues, and drive efficiency, standardization, and automation.

Client Relationship Management and Reporting
• Act as the single point of contact for client communication, instructions, clarification, feedback, changes, approvals, and escalations.
• Provide regular updates to clients on work status, timelines, pending information, risks, quality issues, and corrective actions.
• Conduct periodic client review meetings, resolve concerns promptly, and identify opportunities to strengthen and expand the relationship.
• Maintain complete records of client communications, instructions, amendments, approvals, feedback, and agreed actions.
• Report work volumes, SLA and KPI performance, quality, productivity, risks, resource requirements, and client escalations to management.

Qualifications, Experience and Key Skills

• Bachelor’s or master’s degree in Business Administration, Operations, Commerce, Finance, Law, or a related field.
• Experience in team management, client servicing, operations, documentation, compliance, or professional services.
• Experience managing delivery teams, multiple clients, SLAs, KPIs, quality standards, deadlines, and escalations.
• Excellent verbal and written communication, client relationship, leadership, planning, problem-solving, and decision-making skills.
• Strong attention to detail, compliance and confidentiality, with proficiency in MS Office and document or workflow-management system