Client Services Lead: Executive Escalations & Resolution

ibex; Islamabad; On-site; PKR 1,200,000 - 2,000,000; Full time

Job summary

ibex in Islamabad is seeking an experienced Assistant Manager – Client Services to lead executive escalations, drive end-to-end resolution, and provide strategic operational support across client services. You will manage executive-level cases, identify root causes, and deliver actionable insights to improve service delivery and performance.

The role requires strong communication, analytical, reporting, and team management skills to thrive in a fast-paced, customer-centric environment.

Qualifications

• Education: Bachelor’s degree.
• Experience: Prior experience in customer service, escalations, client services, or related operational role, preferably with complex or executive-level cases.
• Technical Skills: Proficiency in Microsoft Excel and PowerPoint.
• Communication: Excellent verbal and written communication skills with strong stakeholder management abilities.
• Leadership: Demonstrated ability to handle teams, manage performance, and work with cross-functional stakeholders.
• Analytical Skills: Strong problem-solving, critical thinking, and root-cause analysis capabilities.
• Work Approach: Ability to manage multiple priorities, work under pressure, and operate in a fast-paced environment.

Responsibilities

• Executive Escalation Management: Manage high-priority and executive-level customer escalations as a senior contact for client management.
• Customer Resolution: Conduct direct customer outreach and ensure complex issues are resolved end-to-end.
• Case Documentation & Audit: Maintain accurate records of escalations, emails, findings, and timestamps.
• Root-Cause Analysis: Analyze recurring issues to identify root causes and improvement opportunities.
• Reporting & Dashboards: Develop and maintain dashboards on case status, trends, and team performance.
• Operational & Onsite Support: Provide operational support to client teams at their headquarters as required.
• Team Management: Support team performance management and ensure service quality.

Skills

Microsoft Excel

PowerPoint

Education

Bachelor’s degree

Job description

ibex in Islamabad is seeking an experienced Assistant Manager – Client Services to lead executive escalations, drive end-to-end resolution, and provide strategic operational support across client services. You will manage executive-level cases, identify root causes, and deliver actionable insights to improve service delivery and performance.

The role requires strong communication, analytical, reporting, and team management skills to thrive in a fast-paced, customer-centric environment.