Senior Associate – Key Accounts Customer Care

About the role

We are looking for a Senior Associate to lead the Key Accounts Customer Care function across our regional markets. The role will oversee relationships with group secretaries, relationship managers and internal operational teams to ensure the highest level of service delivery and customer satisfaction.

Key responsibilities

• Manage and nurture relationships with key account delegates and group secretaries in the assigned region, adhering to Service Level Agreements.
• Analyse customer complaints and trends to proactively identify issues and implement resolutions.
• Coordinate with membership, back‑office, reimbursement and other operational units to meet agreed service levels.
• Lead the execution of service projects, continuous‑improvement initiatives and communication plans such as Kaizens.
• Monitor daily operations, forecast workload, allocate resources and ensure compliance with policies and KPIs.
• Set goals, review performance, provide coaching and develop the customer‑care team.

Required profile

• Proven experience in customer service within telecom, insurance, banking, hospitals or FMCG sectors.
• Strong commercial mindset combined with a service‑focused approach.
• Excellent problem‑solving, analytical and negotiation abilities.
• Ability to work under pressure, multitask and prioritize tasks effectively.

Required skills