Job Title:  Assistant Manager Client Services

Job Summary

Job Summary:

The person serves as the single point of contact for customer stakeholders and managers for a defined region or program. This role is responsible for coordinating and scheduling the delivery of training programs, events, and workshops, including all logistical arrangements. The DRC/AMCS maintains a strategic view of the assigned portfolio, acting as a subject matter expert to address specific queries and ensure the timely and accurate execution of demand planning, resource management, and after-action reviews. The role requires efficiently managing multiple tasks and detailed activities in a fast-paced, time-sensitive environment.

Job Description:

1. Stakeholder & Relationship Management
a. Develop and maintain strong relationships with business units, client executives, and key stakeholders across regions.
b. Act as the go-to person within the business for any training or learning-related queries.
c. Engage regularly with business focal points to share portfolio updates, feedback, best practices, and improvement recommendations.
d. Communicate effectively and professionally with senior stakeholders (e.g., VPs, Country Chairs).

2. Program Management & Operations
a. Understand complex learning programs and identify customization needs from a stakeholder and business perspective. b. Manage end-to-end administration and coordination for learning programs, reducing dependency on Learning Managers by handling operational activities directly.
c. Support regional client executives in managing GO/NO-GO decisions for course launches and provide additional onsite support to operations teams when required.
d. Ensure Program Guides (PGs) and Operational Guidance Notes (OGNs) are updated and maintained accurately.
e. Guide service requestors on using learning systems, processes, and best practices for scheduling and managing training sessions.
f. Contribute to annual learning forecasts and ensure accurate course projections and timely delivery.

3. Continuous Improvement & Optimization
a. Identify operational inefficiencies, service issues, and process gaps; propose and drive optimization initiatives.
b. Conduct root cause analyses for feedback or escalations related to learning events and share immediate and long-term corrective actions with stakeholders.
c. Partner with stakeholders to drive continuous improvement, enhancing service quality, learner experience, and operational efficiency.

4. Data Management & Reporting
a. Compile, analyze, and maintain learner compliance data, ensuring accuracy and timeliness in reporting.
b. Provide regular updates on learner compliance status to the Ethics & Compliance Team and relevant cross-functional groups.
c. Support other departments by collecting and coordinating learner tracker and compliance data.
d. Maintain clear and effective documentation and ensure all records are audit-ready.

5. Customer Service & Communication
a. Deliver exceptional customer service by assisting learners, learning advisors, and stakeholders via email, chat, or phone.
b. Exhibit a customer-centric approach while resolving queries or issues efficiently.
c. Escalate risks, issues, or complaints to relevant departments as required.

Experience & Skills

Experience and Skills:

• Minimum 4+ years of experience in a corporate learning environment or in event coordination for corporate clients.
• Demonstrated experience in interacting and collaborating with customer stakeholders at various organizational levels.
• Excellent communication skills in professional English, both written and verbal; confident in engaging with senior leaders. • Highly organized with a structured and detail-oriented approach to managing workload, priorities, and deadlines.
• Strong customer service orientation with a focus on learner satisfaction and relationship management.
• Analytical and solution-oriented mindset with the ability to troubleshoot issues and propose effective resolutions under pressure.
• Proactive and self-driven, able to work independently with accountability and ownership.
• Strong team player, collaborative and adaptable to global and cross-functional environments.
• Proficient in MS Office (Excel, PowerPoint, Word), SharePoint, CRM platforms, and Learning Management Systems (LMS). • Flexible to work across global time zones, with willingness to work in shifts or on weekends if required.
• Outgoing personality with sound interpersonal, organizational, and decision-making skills.
• Must possess a valid work authorization or job permit for the respective geography, if applicable.

Skills

Experience