Client Relations & Operations Team Lead

Q2 HR Solutions; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Q2 HR Solutions is seeking a Client Relations & Operations Team Lead to ensure seamless operational delivery while supporting client relationship management. The role balances operational execution, team supervision, and client engagement to drive high-quality service delivery, SLA compliance, and client satisfaction.

The ideal candidate will oversee day-to-day operations, monitor KPIs, mentor staff, and collaborate with clients to resolve issues, ensuring timely, accurate service and continuous

Qualifications

• Bachelor's degree in Business, Operations, HR, or related field.
• 2–4 years of experience in operations and client management, preferably in B2B, HR services, or BPO environments.
• Strong understanding of SLA governance, workflow management, and process optimization.
• Experience in CRM systems, reporting tools, and operational dashboards.

Responsibilities

• Oversee day-to-day operational execution for assigned service lines (background verification, assessments, etc.).
• Ensure adherence to SLAs, KPIs, accuracy, and compliance standards.
• Monitor team productivity, workload distribution, and queue management to prevent backlogs.
• Identify operational risks and elevate issues to the Assistant Service Delivery & Client Manager.
• Implement process improvements, automation initiatives, and workflow optimization.
• Maintain operational dashboards and performance tracking for continuous monitoring.
• Serve as secondary point of contact for clients on operational matters.
• Assist in managing client expectations and ensuring service satisfaction.
• Provide data, SLA reports, and operational updates for client business reviews.
• Collaborate with clients to resolve operational issues and queries promptly.
• Highlight trends, risks, or process gaps that may affect client experience.
• Lead, coach, and mentor operational staff toward high performance.
• Conduct daily huddles, workflow alignment sessions, and performance check-ins.
• Support onboarding, training, and development of team members.
• Drive accountability, engagement, and adherence to operational SOPs.
• Track SLA compliance, accuracy, and turnaround times.
• Partner with Quality Assurance to minimize errors and rework.
• Drive operational process improvement initiatives and efficiency gains.
• Ensure proper documentation, compliance, and audit readiness.
• Collaborate with internal teams (Operations, Quality, IT, Billing, Client Services) to optimize processes.
• Support Assistant Service Delivery & Client Manager in client escalations or operational discussions.
• Contribute insights to strategy discussions regarding operations and client experience.

Skills

SLA governance

CRM systems

Operational dashboards

Team leadership

Education

Bachelor's degree in Business, Operations, HR, or related field

Tools

CRM systems

Reporting tools

Dashboard analytics

Job description

About the job Client Relations & Operations Team Lead

The Client Relations & Operations Team Lead is responsible for ensuring seamless operational delivery while supporting client relationship management. The role ensures that client commitments are fulfilled efficiently, accurately, and on time, while maintaining proactive communication with stakeholders and supporting the Assistant Service Delivery & Client Manager in sustaining strong client relationships.

This position balances operational execution, team supervision, and client engagement to drive high-quality service delivery, SLA compliance, and client satisfaction.

JOB SCOPE:

Operations Management

• Oversee day-to-day operational execution for assigned service lines (background verification, assessments, etc.).
• Ensure adherence to SLAs, KPIs, accuracy, and compliance standards.
• Monitor team productivity, workload distribution, and queue management to prevent backlogs.
• Identify operational risks and elevate issues to the Assistant Service Delivery & Client Manager.
• Implement process improvements, automation initiatives (e.g., Sherlock v2), and workflow optimization.
• Maintain operational dashboards and performance tracking for continuous monitoring.

Client Management Support

• Serve as secondary point of contact for clients on operational matters.
• Assist in managing client expectations and ensuring service satisfaction.
• Provide data, SLA reports, and operational updates for client business reviews.
• Collaborate with clients to resolve operational issues and queries promptly.
• Highlight trends, risks, or process gaps that may affect client experience.
• Lead, coach, and mentor operational staff toward high performance.
• Conduct daily huddles, workflow alignment sessions, and performance check-ins.
• Support onboarding, training, and development of team members.
• Drive accountability, engagement, and adherence to operational SOPs.

Quality & Continuous Improvement

• Track SLA compliance, accuracy, and turnaround times.
• Partner with Quality Assurance to minimize errors and rework.
• Drive operational process improvement initiatives and efficiency gains.
• Ensure proper documentation, compliance, and audit readiness.

Stakeholder Coordination

• Collaborate with internal teams (Operations, Quality, IT, Billing, Client Services) to optimize processes.
• Support Assistant Service Delivery & Client Manager in client escalations or operational discussions.
• Contribute insights to strategy discussions regarding operations and client experience.

QUALIFICATIONS:

Education

• Bachelor's degree in Business, Operations, HR, or related field.

Experience

• 2–4 years of experience in operations and client management, preferably in B2B, HR services, or BPO environments.
• Strong understanding of SLA governance, workflow management, and process optimization.
• Experience in CRM systems, reporting tools, and operational dashboards.
• Proven ability to lead a team and interact with clients professionally.