Account Operations Coordinator

Role Summary

We are seeking a proactive Account Operations Coordinator to support banking customer accounts with high operational rigor. This role ensures account documentation is current, account health is transparently tracked, risks and renewals are proactively managed, and delivery insights are synthesized into actionable recommendations. You will collaborate closely with MDs, Practice Heads, Delivery, Finance, Recruitment, and PMO to prepare QBRs, proposals, and dashboardsenabling leadership and customer conversations with ready, accurate information.

Key Responsibilities & Expected Outcomes

1. Maintain Account Dossiers

• Prepare and continuously update account documents for each banking customer, including org charts, key contacts, contract details, billing constructs, SLAs, and active projects.
• Outcome: A ready, accurate snapshot of each account available on demand.

1. Prepare Account Health Dashboard (Weekly)

• Maintain weekly health status for each accountdocument open issues, customer escalations, delivery risks, and mitigation progress.
• Work with MDs to collect health metrics.
• Outcome: Early identification of red/yellow accounts with clear actions in place.

1. Track Renewals and Risks

• Maintain a renewal calendar across all accounts; flag upcoming renewals or risks 90 days in advance.
• Ensure CRM opportunities/deals are created/updated and followed through until closure.
• Outcome: No renewals missed; CRM hygiene and deal progression consistently tracked.

1. Prepare QBR Decks (First Draft)

• Collaborate with MDs to prepare near-ready QBR presentations including delivery metrics, achievements, risks, and recommendations.
• Outcome: Near-final deck available for VP review before client meetings.

1. Analyze Delivery Trends

• Collect data from delivery teams and prepare simple analyses on SLA performance, defects, incident trends, backlog, velocity, and key improvements.
• Outcome: Insightful reports highlighting whats working well and where focus is needed.

1. Identify Upsell & Cross-sell Opportunities

• Study project usage, new requests, change notes, and delivery discussions to propose data-backed growth ideas.
• Outcome: Regular pipeline of data-driven upsell/cross-sell ideas shared with VP.

1. Maintain Risk Register & Action Tracker

• Maintain a consolidated tracker for risks, issues, decisions, and actions across accounts with owners, due dates, and status.
• Outcome: No open items missed; easy status tracking during internal reviews.

1. Coordinate & Draft Proposals / Customer Decks

• Work with MDs and Practice Heads to draft customer proposals and presentations.
• Follow up with Practice Heads for technical/solution content; ensure drafts align with the customers stated needs (shared by VP).
• Outcome: On-time draft proposals/decks, aligned to customer expectations and ready for finalization.

1. Coordinate with Internal Teams

• Follow up with Delivery, Finance, Recruitment, and PMO for timely updates (resourcing, billing, invoicing status, project milestones).
• Outcome: All background work completed ahead of customer meetings; smooth internal readiness.

Qualifications

• Education: Bachelors degree in Business, Engineering, IT, or related field. MBA is a plus.
• Experience: 36 years in account operations, PMO, pre-sales coordination, or delivery analyticspreferably in IT services or banking domain.
• Domain: Familiarity with banking processes, SLAs, governance, and compliance frameworks is advantageous.

Skills & Competencies

• Operational Excellence: Strong process orientation; ability to set up and maintain trackers, calendars, and dashboards.
• Data & Reporting: Proficient in Excel/Google Sheets (pivot tables, lookups), PowerPoint (storyboarding), and basic data visualization.
• CRM & Documentation: Experience with CRM tools (e.g., Salesforce, HubSpot, Dynamics) and document repositories (SharePoint/Confluence).
• Communication: Clear written and verbal communication; ability to synthesize complex delivery data into executive-ready insights.
• Collaboration: Works effectively with MDs, Practice Heads, Delivery, Finance, Recruitment, and PMO.
• Follow-through: High ownership, strong follow-up discipline, and ability to drive closure on open items.
• Analytical Thinking: Ability to spot trends, forecast risks, and propose actionable recommendations.