Job Summary

The Client Operations Manager serves as the primary operational lead for major U.S. and international telecom clients, ensuring:

• Flawless delivery of contracted services

• Accurate and timely invoice processing

• Consistent achievement of Service Level Agreements (SLAs)

This role requires expertise in internal workflow and telecom billing systems, strong cross-functional collaboration, and the ability to navigate a large organization while advocating for client needs and contractual commitments.

Team Locations:

• United States

• Kolkata, India

Key Responsibilities

Client Relationship Management

• Serve as the primary operational point of contact for assigned telecom clients.

• Ensure client expectations, deliverables, and timelines are consistently met.

SLA Performance Oversight

• Monitor daily, weekly, and monthly SLA metrics.

• Drive internal teams to meet or exceed performance targets.

• Proactively identify and escalate operational risks.

Invoice Processing & Validation

• Utilize internal workflow, billing, and ticketing systems.

• Track, validate, and process high-volume telecom invoices accurately and on time.

• Ensure invoice quality and compliance with customer requirements.

Cross-Functional Coordination

• Partner with Operations, Finance, Engineering, and Service Delivery teams.

• Resolve operational issues and remove process blockers.

• Ensure seamless execution of client requirements.

Process Optimization

• Identify workflow inefficiencies.

• Recommend and implement process improvements.

• Improve operational speed, accuracy, and customer satisfaction.

Contract Compliance

• Interpret customer contracts.

• Ensure adherence to:

  • Operational obligations

  • Invoice loading requirements

  • Reporting standards

  • Contractual commitments

Reporting & Analytics

• Prepare recurring operational reports.

• Develop:

  • Invoice summaries

  • SLA dashboards

  • Performance metrics

  • Operational insights

• Present results to internal leadership and client stakeholders.

Issue Resolution

• Lead root cause analysis for:

  • Service failures

  • Invoice loading issues

• Implement corrective actions.

• Communicate outcomes and resolutions to clients.

Required Qualifications

• 5+ years of experience in client operations, service delivery, or a related field.

• Experience managing large, complex client accounts with high transaction volumes.

• Excellent verbal and written communication skills with the ability to influence cross-functional teams.

• Proven track record of meeting SLAs and driving operational excellence.

• Strong analytical, problem-solving, and organizational skills with exceptional attention to detail.

• Advanced proficiency with Microsoft Office Suite, including:

  • Word

  • Excel

  • PowerPoint

  • Outlook

• Ability to create detailed reports, spreadsheets, presentations, and documentation.

• Demonstrated ability to build and maintain strong professional relationships with clients, colleagues, and stakeholders.

• Excellent interpersonal and conflict-resolution skills.

• Ability to foster collaboration and trust in fast-paced, team-oriented environments.

• Strong customer service orientation with a focus on developing long-term client relationships.

Preferred Qualifications

• Familiarity with:

  • Telecom billing structures

  • Circuit inventory

  • Service order workflows

• Ability to thrive in a fast-paced, matrixed organization.

• Knowledge of Business Objects reporting tools.

Success Indicators

The successful candidate will consistently achieve:

• 98%+ SLA attainment

• 99%+ invoice accuracy

• Reduced client escalations

• Improved invoice processing cycle times

• Faster issue resolution

• High client satisfaction and retention

• Continuous operational improvements and process efficiencies