1Lattice - Operations/Delivery Manager (6-8 yrs)

About us:

1Lattice- is a 360-degree business decision support partner with a tech-enabled services stack of data, people network, and custom research. Powered by advanced tech tools and unique data-gathering approaches, 1Lattice is an integrated product suite to make decisions smartly, right from Inputs to Validation to Execution to Measurement. 1Lattice works with clients and partners globally, helping clients solving a wide variety of organizational and business challenges through actionable research-led insights.

Job Title: Client Lead - Expert Network Operations

Location : New Delhi

Company: 1Lattice (Business Unit 1Expert)

Department: Expert Network Operations

Job Summary:

- You will manage a team responsible for conducting expert calls for leading Private Equity firms, Consulting organizations, and other top corporate clients.

- You will lead the team in ensuring the seamless execution of expert interviews, generating additional business from existing accounts, and maintaining high operational standards. Your role will include managing client relationships, driving account growth, and ensuring that expert calls are executed on time to meet client expectations.

Key Responsibilities:

Team Management:

- Lead, mentor, and develop a team responsible for managing expert calls.

- Set performance expectations, provide regular feedback, and conduct performance reviews.

- Manage team workload, allocate resources efficiently, and ensure timely project completion.

Operations & Execution:

- Oversee the scheduling, execution, and quality control of expert calls between clients and industry experts.

- Be accountable for ensuring all expert calls are executed on time, in line with client-specific timelines and requirements.

- Ensure that expert recruitment, onboarding, and call execution processes meet company service quality standards.

Client & Account Management:

- Serve as the primary point of contact for key client accounts, ensuring strong communication and exceptional service delivery.

- Proactively generate additional business from existing clients through account mining by identifying new opportunities, upselling, and expanding relationships within accounts.

- Collaborate with the Sales and Client Services teams to drive account growth and maintain strong client satisfaction.

Expert Network Growth:

- Oversee the development and expansion of 1Lattice's expert network across diverse industries.

- Lead initiatives to recruit and retain high-quality industry experts, ensuring their availability for client needs.

- Monitor trends and insights in Private Equity, Consulting, and Corporate sectors to anticipate client demand for expert insights.

Process Improvement:

- Continuously assess and improve internal processes to increase efficiency, improve client satisfaction, and optimize resource allocation.

- Implement tools, technologies, and methodologies to streamline expert network operations.

Reporting & Metrics:

- Monitor and report on key performance indicators (KPIs), such as call success rates, on-time execution of expert calls, client feedback, and team performance.

- Track and report on additional business generated from existing clients through upselling, cross-selling, and account expansion.

- Prepare weekly, monthly, and quarterly reports for senior management and key stakeholders.

Qualifications and Skills:

Education:

- Bachelor's degree in Business, Economics, or a related field (Master's degree preferred).

Experience:

- 6-8 years of experience in a team management role in expert network operations, consulting, research, or related fields.

- Experience in Private Equity, Consulting, or Corporate advisory services is a plus.

Leadership Skills:

- Proven ability to lead and manage high-performing teams in a fast-paced environment.

- Strong interpersonal skills with the ability to mentor and develop team members.

Client & Account Management Skills:

- Demonstrated success in managing client relationships and delivering high-quality service.

- Proven ability to grow existing accounts by generating additional business and driving account mining initiatives.

Analytical & Strategic Thinking:

- Strong analytical skills to assess client needs, expert suitability, and project timelines.

- Ability to think strategically and drive the business forward through operational excellence.

Communication Skills:

- Excellent written and verbal communication skills.

- Ability to communicate effectively with senior-level stakeholders.

- Problem-Solving:

- Strong problem-solving abilities with a focus on proactive solutions and decision-making.

Technical Proficiency:

- Familiarity with CRM tools, database management, and project management software.

Preferred Qualifications:

- Understanding of the expert network industry and its dynamics.

- Experience with expert recruitment processes, including sourcing, onboarding, and compliance.

What We Offer:

- Competitive salary and performance-based incentives.

- Opportunities for professional growth and development.

- A dynamic and collaborative work environment with exposure to high-profile clients.