Client Experience Manager
Universal Outsourcing · Kathmandu
Job description
About the role
The Client Experience Manager will lead client and broker relationships while supporting overall operational performance. This role combines relationship management, team supervision, quality and ISO compliance, and process improvement to ensure high‑standard service delivery.
Key responsibilities
- Build and maintain strong client and broker relationships, ensuring consistently high service levels.
- Oversee the client journey, identify improvement opportunities, and manage service quality.
- Supervise teams, monitor performance, and collaborate with HR on reviews and development.
- Ensure adherence to SOPs, KPIs, and business standards across operations.
- Support ISO certification, QMS requirements, internal audits, and continuous quality improvement.
- Identify operational gaps and lead workflow, process, and control enhancements.
- Prepare weekly operational reports and provide performance insights to senior management.
- Act as escalation point for client, broker, and operational issues.
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Published 2 hours ago
Expires 12 hours from now
1 views · 0 interested
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Universal Outsourcing
Kathmandu