Client Operations Account Executive

Collinson; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Collinson in Mumbai, India seeks a client-facing disputes and complaints specialist to handle inquiries, resolve disputes, and ensure timely closure while maintaining strict SLAs.

You will document cases, perform root cause analysis, collaborate with operations and compliance, and deliver clear, empathetic communications to clients.

The role requires advanced Excel, data consolidation, invoice reconciliation experience, and the ability to work under pressure to tight deadlines.

Qualifications

• Experience in a client-facing account management or admin role.
• Experience reconciling invoices and managing complaints.
• Strong data analysis and reporting skills; ability to consolidate data and produce clear reports.
• Fluent in English; a second European language is desirable.
• High numeracy and computer literacy with advanced Excel skills.

Responsibilities

• Act as the primary contact for client complaints and disputes and ensure fair resolution.
• Investigate issues with root cause analysis and maintain accurate case documentation.
• Escalate complex cases to senior management when needed.
• Monitor SLA timelines and ensure timely resolution of cases.
• Provide regular reporting on SLA adherence and resolution rates.

Skills

Client management

Account support

Communication

Data analysis

Excel

MS Office

Complaint management

Working under pressure

Invoicing reconciliation

Contractual obligations

Tools

MS Office

Excel

Job description

Responsibilities

• Act as the primary point of contact for handling client complaints and disputes.
• Investigate issues thoroughly, ensuring root cause analysis and fair resolution.
• Maintain accurate documentation of all cases, actions taken, and outcomes.
• Escalate complex or high-risk disputes to senior management when necessary.
• Monitor and manage complaint resolution timelines to meet strict client SLAs.
• Track case progress proactively, ensuring deadlines are consistently achieved.
• Provide regular reporting on SLA adherence, resolution rates, and client satisfaction.
• Identify risks of SLA breaches early and implement corrective actions.
• Deliver clear, empathetic, and professional communication to clients throughout the dispute process.
• Keep clients informed of progress and resolution outcomes in a timely manner.
• Build trust by demonstrating accountability and transparency in handling disputes.
• Analyse complaint trends to identify recurring issues and recommend process improvements.
• Collaborate with internal teams (operations, compliance, legal, etc.) to address systemic problems.
• Contribute to policy and procedure updates to strengthen dispute management frameworks.
• Support training initiatives to enhance complaint-handling skills across the team.
• Ensure all complaint-handling activities comply with regulatory requirements and company policies.
• Maintain confidentiality and data protection standards in all client interactions.

Knowledge, skills and experience required

• Experience working in a client facing account management role or an administration role.
• Account support/admin/management experience, gained within any sector preference can be given to individuals with banking or finance experience.
• Ability to engage and communicate across diverse internal & external audiences.
• Ability to work under pressure, to tight deadlines.
• Basic data analysis, data consolidation and reporting experience.
• Good understanding of contractual obligations.
• Experience in reconciling invoices.
• Experience in managing complaints.
• Fluent in English and a second European language would be desirable.
• High level of numeracy and computer literacy (MS Office).
• Advanced excel skills - essential.

Person specification

• Simultaneously think strategically and act tactically.
• Systematically approach issues, opportunities and recommendations with a spirit of curiosity and open-mindedness.
• Commercially aware with a passion for efficiency and high quality operational delivery.
• Likes to work proactively, under pressure, to tight deadlines, in a dynamic environment.
• Collaborative in approach.
• Shows appreciation & understanding of wider business functions and how departments link together.
• Ability to identify and support in resolving issues, and know when escalation is required.
• Clear, honest and open in all communications.
• Excellent attention to detail.
• Can-do attitude ready to step in and help out where needed.
• Shows initiative.
• Strong operational and administration experience.