Client Operations Specialist

Kaay Labs; Chennai District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Kaay Labs is seeking a seasoned client operations and data analysis professional to own analytical and client-facing work across multiple SaaS deployments. You will triage issues, document clear escalation paths, and build client reports from scratch in Excel, while identifying opportunities to onboard tasks into support.

You will also contribute to UAT, business process testing, and AI-assisted documentation, delivering precise insights and robust client-ready outputs.

Qualifications

• 5 to 8 years in business analysis, functional consulting, SaaS implementation, or client delivery.
• SaaS platform background in financial services or adjacent domains.
• Excel at intermediate to advanced level with dashboards and reports.
• Fluent written and spoken English.
• UAT and workflow testing experience in client deployments.
• Strong investigative and analytical instincts for problem solving.
• Experience producing documentation for mixed audiences.
• Demonstrated use of AI tools in day-to-day work.

Responsibilities

• Provide operational support across clients with high standards.
• Investigate and triage inbound client issues with root cause analysis.
• Understand business context behind issues beyond the technical symptoms.
• Draft precise escalations with reproduction steps and impact.
• Build and maintain client reporting from scratch using Excel.
• Identify onboarding opportunities to move tasks into support.
• Participate in client calls offering operational insight.
• Create maintainable reporting and clear SOPs.

Skills

SaaS background

Advanced Excel

Data analytics

English communication

Documentation for mixed audiences

Investigation and analysis

UAT and workflow testing

Client-facing delivery

AI tooling usage

Tools

Jira Service Desk

Excel

Confluence

SharePoint

Zendesk

Power BI

Postman

SQL

Job description

Role & responsibilities

Client operations and support

Provide operational support across clients taking full ownership of your workload and working to the same high standard across every client you cover

Investigate and triage inbound client issues to a full BA standard structured evidence gathering, root cause analysis, accurate categorization, and clean escalation where required

Apply the same analytical approach to support issues that you would to any business analysis problem understand the business context behind the issue, not just the technical symptom

Write escalations that give the receiving team exactly what they need reproduction steps, evidence, hypothesis, and client business impact — without needing to be asked for more context

• Build and maintain client reporting from scratch using Excel — producing structured, accurate operational reports that give clients clear visibility into what is being delivered on their behalf
• Identify tasks and activities currently performed by the client that could be onboarded into support — building a case internally with supporting evidence
• Identify best practices across clients and raise opportunities to optimize and improve client operations
• Participate in client-facing calls — representing DataBP professionally and contributing operational and analytical insight
• Build reporting that can be maintained consistently across clients
• Draft and maintain support documentation — including process guides, SOPs, and process diagrams — keeping them clear, current, and accessible.

Business and UAT testing

• Apply subject matter expertise to business and UAT testing for client-specific configuration changes before deployment — working through end-to-end workflow scenarios to validate that changes work correctly
• Design and document test cases from platform knowledge — covering the full business process with clear scenarios, steps, expected outcomes, and pass/fail criteria
• Execute test cycles methodically — logging every finding completely and consistently
• Document defects clearly — what failed, where in the workflow, the expected behavior, the actual behavior, and the business impact for the client
• Log and track defects in Jira Service Desk — maintaining a clear, actionable record that the relevant teams can act on without needing further clarification.

Working with AI

• Use AI tools as a natural part of how you work — across investigation, documentation, analysis, and reporting. This is an expectation, not optional
• Use AI to support client issue investigation — summarizing history, identifying patterns, and structuring initial hypotheses more quickly
• Use AI to draft and improve documentation — SOPs, process guides, test cases, client reports, and escalation notes
• Use AI to support data analysis and reporting — turning raw operational data into structured, readable output
• You do not need to be a technical AI specialist — you need to have made AI a working habit and be able to demonstrate that

Preferred candidate profile

Required

5 to 8 years in business analysis, functional consulting, SaaS implementation, or client delivery — with senior-level ownership of analytical and client-facing work, not just task execution

• SaaS platform background in financial services or an adjacent domain such as enterprise data, legal tech, or healthcare tech — you have worked between a SaaS platform and a client and understand what that requires
• Client-facing BA, functional consultant, or implementation experience — you have sat between a SaaS platform and a client, translating between the two with confidence
• Excel at intermediate to advanced level — pivot tables, formulas, data modelling, and building analytical dashboards and client reports from scratch. Data and analytics are central to this role, not secondary to it
• Strong data and analytical instincts — you analyze operational data to identify patterns, surface issues early, and produce insight that drives decisions rather than reports that simply describe them
• UAT and workflow testing experience — you have owned or significantly contributed to end-to-end business process testing, ideally in a client deployment or configuration context
• Strong investigative and analytical instincts — you structure problems, gather evidence, and form hypotheses before drawing conclusions
• Experience producing documentation that a mixed-capability audience can use independently — written for people who are not specialists in your discipline
• Fluent written and spoken English — your reports, documentation, and client communications are clear, precise, and professional
• Demonstrated use of AI tools in day-to-day work — investigation, documentation, analysis, or reporting. You use AI as a working habit, not occasionally.

Nice to Have

• Experience working across multiple clients simultaneously — cross-client pattern recognition is a genuine advantage in this role
• Experience identifying improvement or optimisation opportunities within client operations and building the internal case for them
• Power BI experience — building or contributing to operational reporting dashboards as a step beyond Excel
• SQL at a basic working level — querying data to validate outcomes or support investigation
• Postman awareness — understanding how to run and interpret API test collections
• Confluence or equivalent documentation tooling at a contributor level.

Tooling Requirements

Jira Service Desk, Excel, Confluence, SharePoint, Zendesk

Nice to have

Postman, SQL, Power BI