Client Ownership & Relationship Management

Serve as the senior escalation pointfor all White Collar clients

Build seniorlevelrelationships and drive long-term partnerships

Lead quarterly business reviews (QBRs) and governance forums

Own client satisfaction (CSAT / NPS)

Delivery Excellence

Own SLAadherence, TAT performance, quality benchmarks, and compliance standards

Drive root-cause analysis and corrective action plans for escalations

Implement continuous service improvementinitiatives

Revenue & Growth

Identify upsell and cross-sell opportunities within existing accounts

Drive renewals and commercial negotiations in collaboration with the MD team

Own revenue retention and account expansion targets

Team Leadership

Lead Client Delivery Leads & Managers

Build a high-accountability, ownership-driven culture

Drive performance reviews and capability development