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Client Operations Lead

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Hogarth

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Location:
India , Mumbai

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Category:
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Contract Type:
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Salary:

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Job Description:

As part of the Client Services Operations Department, you play a central role in the business and are pivotal to the smooth running of your account(s). You will be required to have a good hold on account handling and provide support to your line manager by managing projects from brief to final delivery, on time and budget. You will need to be client focused and able to demonstrate good communication, organization and time management skills to manage both your clients and internal departments, while always focusing on quality, process and profitability.

Job Responsibility:

  • Demonstrate a thorough understanding of the Hogarth business model, services and technology
  • Ensure a thorough understanding of the contractual obligations, commercial arrangements & SLAs of your account and ensure specific details are understood by the wider team where relevant
  • Ensure optimum productivity levels are achieved and team morale is high
  • Review team structure and resource on an ongoing basis to ensure client is serviced appropriately whilst maintaining agreed profitability
  • Ensure succession plan is in place for the complete Client Servicing team and liaise with other Dept. heads regarding wider team members where appropriate
  • Coach and develop the team in their role to ensure achievement of their Personal Development
  • Manage internal admin, holidays, sick days etc. and take responsibility for all timesheet accuracy from any direct reports
  • Ensure clients understand agreed workflows and manage them through the process
  • Set and manage client expectations deliverables and timeframes
  • Escalate all serious client issues to your line manager immediately and recommend solutions wherever possible
  • Identify areas for improvement of existing workflow and processes which could benefit Hogarth and/or the client
  • Build strong day to day relationships with all clients and agency stakeholders
  • Strive to better client and stakeholder relations
  • Identify training opportunities for clients to ensure their adherence to processes & improve workflow
  • Co-ordinate between all relevant parties - internal (Print, Broadcast, Digital etc) and external
  • Consistently deliver against all contractual obligations include SLAs and KPIs
  • Keep your manager updated on status of projects
  • Monitor internal workflows, identify areas for improvement and make recommendations
  • Act as a brand QC/Guardian – always ensure brand guidelines, Q C checklists and procedures are followed
  • Ensure all parties are aware of brand and Q C guidelines, ensure internal summaries are developed and distributed if necessary
  • Highlight and resolve quality control issues
  • Ensure the best external talent is always used – freelancers, translators, proofreaders,copywriters, planners where necessary
  • Prepare accurate cost estimates based on contracted rates and ensure all estimates are approved by your manager
  • Contribute to profitability of accounts, budgeting and forecasting process
  • Proactively seek and identify new revenue opportunities in existing clients or prospects and inform your manager
  • Support the team in developing proposals for any new revenue opportunities
  • Build and maintain a client business development

Requirements:

  • 14 plus years managing and servicing international accounts
  • Experience working in Digital & TV/ Broadcast will be an added advantage
  • Strong time management/prioritization skills
  • Strong project management skills
  • Can do attitude and an ability to work under pressure
  • Strong interpersonal and communication skills
  • Fluent oral and written English
  • Strong numeracy skills
  • Highly organized, detail oriented, client focused and proactive
  • Experience of running a strong dynamic account team including resource planning
  • Strong IT literacy, including Word, Excel, PowerPoint/Keynote

Additional Information:

Job Posted:
December 09, 2025

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