Program Coordinator And Relationship Lead

Job Description: Program Coordinator & Relationship Lead

About the Position

The Program Coordinator / Candidate Relations Coordinator is responsible for delivering high-quality customer service, strengthening client relationships, and supporting the operational delivery of client testing programs. This role acts as a key liaison between candidates, clients, test site administrators, internal teams, and regional business stakeholders across the Globe. The position is accountable for handling complex escalations, preparing accurate client reports, ensuring timely delivery of candidate results, and identifying opportunities to improve service quality through process discipline and AI-enabled ways of working.

Key Responsibilities Client Interaction and Relationship Management

• Act as a professional point of contact for clients, candidates, test site administrators, and internal stakeholders, ensuring all interactions are handled with accuracy, empathy, and urgency.
• Directly liaise with Global lines of business to support client program requirements, operational queries, and service-related follow-ups.
• Promote client programs, products, and service offerings by providing clear, consistent, and client-aligned information to customers and stakeholders.
• Support client management activities by maintaining strong working relationships, understanding client expectations, and ensuring commitments are tracked through to completion.
• Identify additional opportunities, operational risks, and potential trouble areas that may impact the client or candidate experience.

Escalation and Service Delivery

• Handle Level 3 escalation calls and complex service-related issues with professionalism, ownership, and timely follow-through.
• Act as an escalation point for unresolved or high-impact service problems, coordinating with relevant teams to drive resolution.
• Maintain service level agreements for different lines of business by monitoring priorities, ageing items, response timelines, and closure expectations.
• Support event handling activities by coordinating operational requirements, addressing urgent issues, and ensuring a smooth client and candidate experience.
• Input accurate customer, candidate, and case information into relevant databases and systems to support auditability, reporting, and operational continuity.

Client Reporting and Operational Insights

• Prepare, validate, and share accurate client reports in line with agreed timelines, quality standards, and stakeholder expectations.
• Ensure candidate results are sent to clients in a timely and compliant manner, following client-specific requirements and internal processes.
• Analyze operational data to identify trends, service gaps, recurring issues, and opportunities for process improvement.
• Maintain reporting discipline by ensuring data accuracy, proper documentation, and clear commentary for stakeholders.
• Use reporting outputs to support client conversations, service reviews, operational planning, and continuous improvement initiatives.

AI Enablement and Process Improvement

• Support AI-enabled improvements that enhance customer service, reporting accuracy, knowledge management, and operational efficiency.
• Use approved AI tools responsibly to assist with drafting, summarizing, data review, trend identification, and standard communication, while ensuring human review and final accountability.
• Identify repetitive tasks, reporting patterns, and service workflows that can be improved through automation, AI assistance, or process standardization.
• Contribute to the creation and refinement of templates, prompts, knowledge articles, and standard operating guidance to improve consistency across teams.
• Ensure AI-assisted outputs are reviewed for accuracy, appropriateness, confidentiality, and compliance with internal policies before use or distribution.

Team Management

• Assist in training, coaching, and monitoring call centre agents to ensure consistent service quality and adherence to client-specific requirements.
• Provide guidance on escalations, process updates, reporting expectations, and customer communication standards.
• Collaborate with cross-functional teams to resolve issues, improve workflows, and support business priorities.
• Maintain accurate documentation of actions taken, client requirements, escalations, and operational updates.

Required Skills and Experience

• Minimum 5 years of experience in Customer support position.
• Strong customer service orientation with experience handling complex client, candidate, or stakeholder queries.
• Excellent verbal and written communication skills, with the ability to manage sensitive conversations professionally.
• Experience preparing reports, validating data, and presenting operational insights to stakeholders.
• Ability to manage escalations, prioritize competing tasks, and meet service level expectations.
• Strong attention to detail, ownership mindset, and ability to work independently in a fast-paced environment.
• Comfortable working with internal systems, databases, reporting tools, and approved AI-enabled productivity tools.
• Ability to collaborate across regions, including Global stakeholders, while adapting communication style to different business needs.

Key Success Measures

• Client reports are delivered accurately and within agreed timelines.
• Candidate results are shared with clients in a timely and compliant manner.
• Level 3 escalations are managed with clear ownership, timely updates, and effective resolution.
• Service level agreements are consistently monitored and maintained across assigned lines of business.
• AI-enabled improvements are identified and adopted responsibly to improve productivity, quality, and consistency.
• Client, candidate, and stakeholder feedback reflects a high standard of service and professionalism.