To manage and strengthen client relationships under the Managed Staffing Services portfolio by acting as the primary point of contact between clients and internal teams. The role ensures smooth delivery of staffing services, timely fulfilment of resource requirements, governance on SLAs, and proactive engagement to drive client satisfaction and business growth.

1. Client Relationship Management

1. Serve as the single point of contact (SPOC) for all assigned client accounts under Managed Staffing.
2. Develop a deep understanding of each client’s organization, projects, manpower planning, and staffing expectations.
3. Build and maintain strong professional relationships with client stakeholders — HR, procurement, and delivery heads.
4. Conduct periodic review meetings (weekly, monthly, quarterly) to track performance, delivery quality, and satisfaction.
5. Proactively identify challenges or pain points and drive timely resolution through coordination with internal teams.
6. Document and track all interactions, escalations, and outcomes for reference and continuous improvement.

2. Staffing Delivery Coordination

1. Partner with internal recruitment and delivery teams to ensure timely fulfilment of client manpower requirements.
2. Review open position pipelines and drive accountability for closures within agreed SLAs.
3. Monitor onboarding, induction, and background verification progress for deployed resources.
4. Ensure zero delay in resource replacements, extensions, or exits.
5. Maintain real-time headcount and deployment reports for each client.

3. Governance & SLA Management

1. Ensure all contractual SLAs related to staffing, payroll, compliance, and reporting are met.
2. Maintain SLA scorecards and present performance metrics during review meetings.
3. Support audits, vendor evaluations, and client compliance checks.
4. Escalate and resolve deviations in coordination with HR, Payroll, and Operations teams.
5. Track attendance, attrition, and productivity trends across deployed associates.

4. Business Growth & Retention

1. Identify opportunities for upscaling existing accounts by understanding client expansion plans and new projects.
2. Collaborate with business heads and BD teams to propose additional services (e.g., payroll outsourcing, contract staffing, compliance management, or offshore deployment support).
3. Support renewal discussions and contract negotiations with data-backed performance insights.
4. Drive client retention and reference generation through high satisfaction levels.

5. Reporting & Communication

1. Prepare and circulate weekly/monthly MIS reports on deployments, open positions, SLA adherence, and client feedback.
2. Maintain dashboards for active clients showing staffing health (positions filled, attrition %, SLA compliance, pending issues).
3. Communicate client updates, changes in demand, and project feedback to internal teams promptly.
4. Maintain minutes of review meetings, follow-ups, and agreed action items.

6. Employee Engagement & Support

1. Act as a bridge between client managers and deployed associates to ensure workplace satisfaction and issue resolution.
2. Conduct periodic check-ins, pulse surveys, and engagement sessions for on-roll and contractual staff.
3. Coordinate with HR & Payroll teams for grievance redressal, attendance, and payout clarifications.
4. Promote a professional and ethical work environment in line with both client and company values.

Key Skills & Competencies

1. Excellent relationship management, stakeholder handling, and negotiation skills.
2. Strong understanding of staffing operations, HR processes, and SLA-based service delivery.
3. Ability to manage multiple clients and priorities simultaneously.
4. Excellent communication and presentation skills (verbal & written).
5. Analytical and data-driven approach to decision-making.
6. Proficiency in MS Excel, PowerPoint, and CRM/ATS tools.
7. Problem-solving attitude with client-first thinking.

Qualifications & Experience

1. Graduate / Postgraduate in Business Administration, HR, or Commerce (MBA preferred).
2. 5–10 years of experience in client relationship / account management within the staffing, HR outsourcing, or managed services industry.
3. Experience in handling large accounts with 200+ deployed associates preferred.
4. Exposure to workforce compliance, payroll, and HR coordination will be an added advantage.