Role Summary
The Operations Client Account Lead is the single point of accountability for an Operations account. They own the client relationship at the operational level, the financial performance of the contract, and the growth of the account. They make sure the services promised in the contract are delivered to standard and profitably. They also look for chances to expand the relationship through transformation and new scope.
Key Responsibilities
Client relationship
- Serve as the primary senior contact for client operations leaders. Build trusted relationships across the client's business and procurement functions.
- Lead governance forums such as quarterly business reviews, steering committees, and executive check-ins. Use these to keep both sides aligned on priorities, performance, and roadmap.
Account financials and contract management
- Own account P&L, including revenue, CCI (Contract Controllable Income), and margin. Protect and improve profitability against the Original Deal Economics (ODE).
- Manage the contract lifecycle, including change requests, scope changes, pricing adjustments, and renewals. Resolve commercial disputes before they escalate.
- Forecast accurately and report account performance to leadership.
Delivery oversight
- Partner with delivery leads to make sure SLAs, KPIs, and quality standards are consistently met. Step in quickly when performance slips.
- Identify operational risks early and drive mitigation plans across people, process, and technology.
Growth and transformation
- Identify and shape new opportunities, including scope extensions, automation, analytics, and AI-enabled process improvements. Work with Delivery & Transformation (D&T) teams to bring them to the client.
- Build a multi-year account plan that ties operational improvements to the client's business outcomes.
Team leadership
- Lead and coordinate a cross-functional account team spanning delivery, finance, solutioning, and HR. Coach team members and build bench strength for key roles.