Team Lead - Client Account Management
Gurgaon, Haryana - India

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This is just one of the several exciting career opportunities that are currently available.

JOB SUMMARY: The Team Lead-CAM oversees the day-to-day operational functions of the Client Service team and their workflowproduction activities. The Team Lead-CAM will work closely with all teams in Operations while supporting the Operations Manager. The position will manage client relationships including overall satisfaction, maintain Service Level Agreements (SLAs), and review reports for quality assurance compliance.

Essential Functions

  • The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
  • All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
  • Employees are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
  • In performing functions, duties or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Employees are required to notify superiors upon becoming aware of unsafe working conditions.
  • All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.
The Essential Functions Include:
  1. Represent Pinkerton's core values of integrity, vigilance, and excellence.
  2. Supervise direct reports and associated work schedules and assigned tasks; a. Follow-up daily on incomplete tasks and productivity issues. b. Investigate customer concerns and implement solutions.
  3. Build strong relationship with the clients, attending client meeting basis need and calibration calls.;
  4. Responsible for timely publish of client dashboards.
  5. Communicate with customers in a professional manner via phone, email, fax, and letter.
  6. Establish and maintain interpersonal relationships and communication with the team, peers, and management.
  7. Coach and guide the team; a. Provide direction and assist with the completion of difficult or complicated tasks. b. Conduct new hire training and on-going development, complete employee performance reviews, promote high quality service/work standards, and track attendance/time off usage. c. Foster and encourage positive team morale.
  8. Ensure service delivery issues are promptly and thoroughly reviewed and processed.
  9. All other duties, as assigned.

Minimum Hiring Standards


Additional qualifications may be specified and receive preference, depending upon the nature of the position.

  • Must be a Graduate.
  • Must be willing to participate in the Company's pre-employment screening process, including drug screen and/or background investigation.
  • Must be at least 18 years of age.
  • Must have a reliable means of communication (i.e., email, cell phone).
  • Must have a reliable means of transportation (public or private).
  • Must have the legal right to work in India.
  • Must have the ability to speak, read, and write English.

Education/Experience


Minimum Graduate with four years or more experience in Client Management. Experience in Background Screening industry or in Human Resource is preferred. One year of experience in team handling experience is a must.

Competencies

  • Customer service and Team management skills.
  • Background screening, human resources, industry experience preferred.
  • Proficient typing skills.
  • Attention to detail and accuracy.
  • Able to analyse issues and propose appropriate solutions.
  • Awareness about process improvement quality tools.
  • Strong written and verbal communication skills.
  • Professional demeanour while interacting with internal and external stake holders.
  • Ability to manage and develop dashboards and reports.
  • Able to carry out responsibilities under general supervision.
  • Serve as an effective team member.
  • Able to organize workload for effective implementation.
  • Computer skills; Microsoft Office.

Working Conditions


With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:

  • Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey.
  • Maintain composure in dealing with authorities, executives, clients, staff, and the public occasionally under conditions of urgency and in pressure situations.
  • Exposure to sensitive and confidential information.
  • Regular computer usage.
  • Ability to handle multiple tasks concurrently.
  • Must be able to see, hear, speak, and write clearly in order to communicate with employees and/or customers.
  • Travel, as required.


Pinkerton is an equal opportunity employer and provides equal opportunity to all applicants for all positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status or any protected status by local, state, federal or country-specific law.

*Current employees include Pinkerton and all Securitas divisions.

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