Accountant/ Accounts Executive

Role Overview

To manage client communication, query resolution, and overall service delivery for the PPMC

process. The role will be responsible for ensuring a high level of client satisfaction through

timely and effective resolution of queries, strong coordination with internal stakeholders, and

adherence to defined SLA, quality, compliance, and process standards.

The ideal candidate should have strong client-handling and communication skills, demonstrate

ownership and accountability, and be capable of managing escalations, prioritizing multiple

tasks, and driving queries to closure. The role will also involve supporting team performance,

identifying process gaps, and ensuring consistent and efficient service delivery.

Key Responsibilities:

● Manage and oversee client communication related to the PPMC process through

emails, calls, and other communication channels.

● Handle complex and escalated client queries, understand concerns, identify root

causes, and provide appropriate resolutions.

● Ensure timely, accurate, and professional responses to all client queries in line with

defined process guidelines.

● Monitor adherence to defined SLA, quality, compliance, and process standards.

● Build and maintain strong professional relationships with clients and key stakeholders.

● Identify recurring client issues, process gaps, and opportunities for improvement, and

work with relevant teams to implement corrective actions.

● Guide and support team members in handling complex client queries, escalations, and

communication.

● Prepare and review operational reports, MIS, and client-related performance metrics

using MS Excel and other relevant tools.

● Conduct regular reviews of pending queries, escalations, and SLA breaches and drive

appropriate action plans.

● Ensure proper documentation and tracking of client interactions, issues, resolutions,

and escalations.

● Collaborate with cross-functional teams to improve turnaround time, customer

experience, and overall process efficiency.

Key Skills & Competencies

● Excellent verbal and written communication skills.

● Strong client-handling, relationship-management, and stakeholder-management

skills.

● Strong problem-solving and analytical skills with the ability to identify root causes and

provide effective solutions.

● Strong ownership, accountability, and decision-making ability.

● Ability to manage escalations and difficult client situations professionally.

● Strong coordination and collaboration skills across multiple internal teams.

● Ability to manage multiple priorities and work effectively within defined SLAs.

● Ability to coach, guide, and support team members.

● Strong attention to detail and commitment to quality.

● Ability to analyze operational data and prepare reports/MIS.

● Proactive approach toward process improvement and customer experience.

Experience & Qualifications

● Graduate in any discipline.

● 3–5 years of experience in account management, client servicing, customer

experience, operations, or a similar client-facing role.

● Prior experience in handling client emails, inbound calls, query resolution,

escalations, and internal stakeholder coordination.

● Experience in a B2B/client-facing environment will be an advantage.

● Prior experience in team handling, people management, or process supervision

will be preferred.

● Experience in managing SLA-driven operations and client service metrics will be an

added advantage.