Senior Manger Client Service - Expert Network

Job Description

The Senior Manger- Client Service is responsible for managing end-to-end expert call and knowledge projects, ensuring seamless coordination between clients, internal teams, and external experts. This role requires strong ownership, communication, and project management skills to deliver high-quality expert profiles and consultative interactions within defined timelines.

Key Responsibilities

Client & Project Management for expert calls requirement

• Serve as the primary point of contact for clients throughout the project lifecycle.
• Understand client requirements thoroughly and translate them into actionable tasks for the BA team.
• Allocate projects to Business Associates (BAs) and oversee execution from start to finish.
• Ensure delivery of high-quality expert profiles that meet client expectations.
• Manage follow-ups, expectations, and communications with clients and experts.

Expert Coordination

• Handle outreach, scheduling, and management of expert calls.
• Manage calendars, confirm availability, and ensure smooth call execution.
• Negotiate pricing with experts wherever required.

Team Management & Quality Oversight

• Monitor BA performance, provide feedback, and support productivity improvement.
• Conduct regular training sessions for new and existing team members.
• Support hiring processes for BAs and ensure strong team capability.

Operations & Documentation

• Maintain trackers, dashboards, and project documentation to ensure accurate reporting.
• Manage invoicing, closures, and related operational tasks with attention to detail.
• Identify bottlenecks proactively and propose solutions to ensure timely delivery.

Skills & Competencies

• Excellent communication and stakeholder management skills.
• Strong problem-solving and negotiation abilities.
• High sense of ownership, accountability, and ability to work in fast-paced environments.
• Proficiency in managing multiple projects simultaneously.
• Strong organisational and documentation skills.

Qualifications

• Bachelors degree required; MBA or equivalent preferred.
• Prior experience in expert network operations, project delivery, or client-facing roles is an advantage.
• Experience in team coordination or people management is a plus.