Operations Account Manager Astrolabs

Client Engagement & Relationship Management

• Manage a diverse client portfolio, including VIP and complex cases, ensuring consistent satisfaction through proactive communication and transparency.

• Serve as the primary escalation point for client issues, driving quick resolution and client confidence.

• Maintain regular reporting and visibility on progress, bottlenecks, and compliance status across all client accounts.

• Anticipate client needs and regulatory changes, adapting service delivery and communicating proactively.

• Build long-term relationships that translate into client renewals and referrals.

Operational Excellence & Delivery

• Oversee the entire setup cycle company registration, licensing, and visa issuance, ensuring accuracy and compliance.

• Guarantee that SLAs are met (including same-day client acknowledgment and 95%+ SLA adherence).

• Maintain 99% accuracy in client documentation, data, and CRM records.

• Identify and drive process improvements, automation, and system efficiencies to boost team productivity.

• Produce regular, data-driven reports that support operational and strategic decisions.

Government & External Relations

• Build and maintain relationships with key government entities (MISA, MC, ZATCA, MOL, MOFA) and relevant stakeholders.

• Ensure timely resolution of cases and proactively follow up on complex or delayed submissions.

• Identify and open at least two new government or partner relationships per quarter to strengthen service capacity.

Team Leadership & Development

• Manage and mentor Client Relations Associates (CRAs) and Specialists (CRSs) to deliver high-quality service with minimal errors.

• Conduct regular 1:1s and feedback sessions to track performance, engagement, and growth.

• Lead knowledge-sharing initiatives, ensuring your team is always updated on new regulations, systems, and procedures.

• Foster a culture of accountability, operational excellence, and continuous improvement.