Assistant Manager - Client Services

Verifacts; Bengaluru; In loco; INR 1.200.000 - 2.100.000; Tempo pieno

Descrizione del lavoro

Verifacts is seeking an experienced Assistant Manager – Client Services to manage client relationships and drive operational excellence in the Background Verification domain. You will act as the primary point of contact, ensure timely case processing, and oversee end-to-end verification checks across employment, education, address, criminal records, references, global databases, and identity verification.

We seek 4-8 years in client services or operations within BGV, with strong communication,

Competenze

• 4-8 years of experience in Client Services, Account Management, or Operations within the Background Verification industry.
• Strong knowledge of background verification processes and verification methodologies.
• Excellent client relationship management and stakeholder management skills.
• Strong verbal and written communication skills.
• Ability to handle escalations in a fast-paced environment.
• Proficiency in MIS reporting and Microsoft Excel.
• Experience in managing domestic and international clients preferred.

Mansioni

• Build, maintain, and strengthen relationships with clients, ensuring high levels of customer satisfaction and service excellence.
• Act as the primary point of contact for client communication, queries, escalations, and operational support.
• Review and pre-screen background verification cases to ensure completeness of application forms, supporting documents, and required information.
• Coordinate with client SPOCs to obtain missing or insufficient information and ensure timely case processing.
• Scrutinize documents and candidate information to identify discrepancies, forged documents, fake educational institutions, fake employment records, or suspicious information, and promptly notify clients.
• Manage end-to-end execution of background verification checks, including Employment Verification, Education Verification, Address Verification, Criminal Record Checks, Reference Checks, Global Database Checks, Identity Verification.
• Monitor case progress and ensure adherence to client-specific SLAs, quality standards, and compliance requirements.
• Collaborate with Operations, Quality, Compliance, Finance, and Technology teams to ensure smooth service delivery.
• Prepare and share MIS reports, operational dashboards, and performance metrics with clients and management.
• Handle client escalations effectively and drive timely resolution.
• Support invoicing, billing, payment follow-ups, and collections for assigned accounts.
• Conduct regular client reviews and identify opportunities for process improvements and account growth.
• Ensure compliance with organizational policies, data privacy requirements, and client protocols.

Conoscenze

Client Relationship Management

Background Verification Operations

Stakeholder Management

SLA & KPI Management

Escalation Handling

MIS Reporting & Analytics

Account Management

Billing & Collections Coordination

Process Improvement

Team Collaboration

Formazione

Bachelor's Degree

Descrizione del lavoro

Assistant Manager Client ServicesJob DescriptionVerifacts Services Pvt. Ltd. is seeking an experienced Assistant Manager – Client Services to manage client relationships, ensure seamless service delivery, and drive operational excellence in the Background Verification (BGV) domain.

Role & Responsibilities

• Build, maintain, and strengthen relationships with clients, ensuring high levels of customer satisfaction and service excellence.
• Act as the primary point of contact for client communication, queries, escalations, and operational support.
• Review and pre-screen background verification cases to ensure completeness of application forms, supporting documents, and required information.
• Coordinate with client SPOCs to obtain missing or insufficient information and ensure timely case processing.
• Scrutinize documents and candidate information to identify discrepancies, forged documents, fake educational institutions, fake employment records, or suspicious information, and promptly notify clients.
• Manage end-to-end execution of background verification checks, including:
• Employment Verification
• Education Verification
• Address Verification
• Criminal Record Checks
• Reference Checks
• Global Database Checks
• Identity Verification
• Monitor case progress and ensure adherence to client-specific SLAs, quality standards, and compliance requirements.
• Collaborate with Operations, Quality, Compliance, Finance, and Technology teams to ensure smooth service delivery.
• Prepare and share MIS reports, operational dashboards, and performance metrics with clients and management.
• Handle client escalations effectively and drive timely resolution.
• Support invoicing, billing, payment follow-ups, and collections for assigned accounts.
• Conduct regular client reviews and identify opportunities for process improvements and account growth.
• Ensure compliance with organizational policies, data privacy requirements, and client protocols.

Desired Candidate Profile

• Bachelor's Degree in any discipline (MBA preferred).
• 4-8 years of experience in Client Services, Account Management, or Operations within the Background Verification industry.
• Strong knowledge of background verification processes and verification methodologies.
• Excellent client relationship management and stakeholder management skills.
• Strong verbal and written communication skills.
• Ability to handle escalations and work in a fast-paced environment.
• Good analytical, problem-solving, and decision-making abilities.
• Proficiency in MIS reporting and Microsoft Excel.
• Experience in managing domestic and international clients is preferred.
• Ability to multitask while maintaining high levels of accuracy and service quality.

Preferred Skills

• Client Relationship Management
• Background Verification Operations
• Stakeholder Management
• SLA & KPI Management
• Escalation Handling
• MIS Reporting & Analytics
• Account Management
• Billing & Collections Coordination
• Process Improvement
• Team Collaboration

Location

Bangalore Only

Candidates must currently be based in Bangalore. Relocation profiles will not be considered.Industry Background Verification (BGV) Experience4-8 Years