Client Operations- Accounts Executive

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

Job summary

Collinson is seeking a proactive client-disputes professional to serve as the primary contact for complaints, investigate issues, and document outcomes. You will monitor SLA adherence and escalate high-risk cases while coordinating with operations, compliance, and legal teams.

The role requires strong English communications, advanced Excel skills, and experience with invoicing, contracts, and reporting. You will work in a fast-paced environment to protect client trust.

Qualifications

• Experience in client-facing account management or admin role.
• Experience in banking or finance preferred.
• Excellent verbal and written English; another European language desirable.
• Strong numeracy and data analysis skills.
• Familiarity with invoicing, contracts, and service level agreements.
• Ability to work under pressure and meet tight deadlines.

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.

Skills

Client relationship management

Dispute resolution

Communication with diverse audiences

Data analysis & reporting

Invoice reconciliation

Regulatory compliance knowledge

Microsoft Excel advanced

MS Office literacy

Tools

MS Office

Job description

Key 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.