Senior Customer Relationship Manager cum Senior Talent Acquisition Manager

About the Role

Afto Technologies Pvt. Ltd. is seeking an experienced, commercially minded professional to lead client relationships and talent acquisition activities. This hybrid role combines strategic account management, recruitment delivery, stakeholder engagement, and business growth. The successful candidate will understand client workforce requirements, translate them into effective recruitment plans, and ensure a positive experience for clients and candidates throughout the hiring lifecycle.

The role is suited to a professional with strong experience in IT recruitment or staffing, client account management, and team leadership. The candidate should be comfortable managing multiple client accounts, coordinating end-to-end recruitment, resolving escalations, and identifying opportunities to expand existing relationships.

Key Responsibilities

1. Client Relationship and Account Management

• Build and maintain trusted relationships with clients, hiring managers, HR teams, and other key stakeholders.
• Act as a primary point of contact for assigned client accounts and maintain regular communication.
• Understand client business goals, workforce plans, hiring priorities, role requirements, and service expectations.
• Conduct requirement-intake meetings and document job specifications, must-have skills, experience levels, budgets, timelines, and interview processes.
• Track account health, client feedback, open requirements, delivery performance, and outstanding actions.
• Resolve client concerns and escalations promptly, coordinating with internal teams to agree on corrective actions.
• Maintain long-term partnerships through reliable delivery, transparent communication, and proactive follow-up.
• Identify opportunities to increase account engagement, expand service offerings, and grow existing accounts.

2. Talent Acquisition and Recruitment Delivery

• Lead end-to-end recruitment for IT and non-IT positions, as applicable to client requirements.
• Convert client requirements into sourcing strategies, recruitment plans, and realistic delivery timelines.
• Coordinate sourcing, screening, candidate evaluation, interview scheduling, feedback collection, offer management, and joining follow-up.
• Work with recruiters to ensure candidate profiles are relevant, accurately represented, and submitted within agreed timelines.
• Maintain a strong candidate experience through timely communication and professional handling of candidate information.
• Monitor recruitment pipelines, ageing requirements, interview-to-offer conversion, offer acceptance, and joining ratios.
• Maintain regular updates on candidate progress and hiring risks, and escalate delivery blockers early.
• Ensure recruitment activity follows applicable company policies, client requirements, and privacy practices.

3. Team Leadership and Performance Management

• Guide, mentor, and support recruiters and account-management team members.
• Allocate requirements based on recruiter capacity, skills, priority, and delivery deadlines.
• Set clear goals and review team performance against agreed recruitment and client-service metrics.
• Conduct pipeline reviews and remove blockers affecting sourcing, interviews, offers, or joining.
• Share market intelligence, sourcing practices, interview feedback, and process improvements with the team.
• Promote accountability, collaboration, ethical recruitment practices, and continuous improvement.

4. Business Development and Account Growth

• Identify potential new clients, hiring needs, and opportunities within existing accounts.
• Support client presentations, capability discussions, proposals, staffing plans, and commercial negotiations.
• Coordinate with leadership on pricing, service scope, contractual expectations, and account-growth plans.
• Maintain a structured record of prospects, leads, meetings, opportunities, and follow-up actions.
• Build an understanding of client industries, talent markets, competitor activity, and emerging hiring needs.
• Contribute to revenue growth and retention by improving account satisfaction and recruitment delivery.

5. Reporting, Process and Governance

• Prepare regular reports on client accounts, open positions, candidate pipelines, recruiter productivity, hiring outcomes, and escalations.
• Maintain accurate records in the applicant tracking system (ATS), CRM, recruitment trackers, or other approved systems.
• Establish consistent processes for requirement intake, candidate submission, interview coordination, feedback, offer tracking, and closure.
• Use recruitment and account data to identify bottlenecks and recommend improvements.
• Ensure client commitments, candidate updates, and internal handovers are documented and followed through.
• Handle confidential client, business, and candidate information responsibly.

Required Qualifications and Experience

• Bachelor's degree in Human Resources, Business Administration, Management, or a related discipline.
• An MBA or postgraduate qualification in HR, Marketing, or Business Management is an advantage.
• At least 10 years of relevant professional experience across talent acquisition, IT staffing/recruitment, client relationship management, or recruitment consulting.
• Demonstrated experience managing client accounts and coordinating recruitment teams or recruitment delivery.
• Practical understanding of end-to-end recruitment processes for IT roles; exposure to non-IT hiring is beneficial.
• Experience working with recruitment platforms, job portals, LinkedIn, ATS/CRM systems, and candidate-tracking tools.
• Evidence of maintaining client relationships, meeting delivery commitments, and handling escalations professionally.
• Experience supporting account growth, business development, or commercial discussions is strongly preferred.

Required Skills and Competencies

• Client relationship management: Builds trust, understands expectations, and maintains strong stakeholder relationships.
• Recruitment expertise: Understands sourcing channels, screening, interview coordination, offers, and joining processes.
• Communication: Communicates clearly and professionally with clients, candidates, recruiters, and leadership.
• Account ownership: Manages multiple accounts, priorities, and deadlines without losing follow-through.
• Negotiation: Handles expectations, delivery timelines, candidate compensation discussions, and stakeholder concerns constructively.
• Leadership: Coaches team members, sets expectations, and promotes accountability.
• Business development: Recognises account-growth opportunities and supports new-client acquisition.
• Problem-solving: Identifies delivery risks, resolves issues, and makes sound decisions using available data.
• Organisation: Maintains accurate documentation, recruitment pipelines, and action tracking.
• Tools and technology: Confident with spreadsheets, presentation tools, job portals, LinkedIn, ATS/CRM platforms, and recruitment reporting.
• Professional integrity: Maintains confidentiality, fairness, and ethical conduct in client and candidate interactions.

Key Performance Indicators (KPIs)

Performance goals should be agreed with the hiring manager and calibrated to the company's recruitment model, client portfolio, and team size. Potential measures include:

• Client satisfaction, retention, and quality of relationship management.
• Timeliness and quality of responses to client requirements.
• Requirement fulfilment rate and time-to-submit / time-to-fill.
• Candidate shortlist-to-interview, interview-to-offer, offer-acceptance, and joining conversion rates.
• Candidate experience and client feedback.
• Ageing of open positions and follow-up discipline.
• Recruiter productivity, team delivery, and achievement of agreed targets.
• Reduction in avoidable escalations and improvement in issue-resolution time.
• Growth in existing accounts and contribution to new business opportunities.
• Accuracy and timeliness of recruitment, account, and management reports.

Why Join Afto Technologies?

• Work with clients across varied business and technology requirements.
• Take ownership of client relationships and recruitment outcomes.
• Collaborate with a team focused on delivery, professional growth, and continuous improvement.
• Contribute ideas that improve customer satisfaction, talent acquisition, and business performance.
• Develop leadership, account-management, and business-development capabilities.

Application Process

Apply using the form on this page, or send an updated résumé to careers@aftotech.com with the subject line:

Application – Senior Customer Relationship Manager cum Senior Talent Acquisition Manager

Applicants should highlight their years of experience, client-account portfolio, recruitment domains, team size managed (if applicable), and relevant delivery or business-growth achievements.

Equal Opportunity and Confidentiality

Afto Technologies Pvt. Ltd. expects candidates to demonstrate professional integrity, respect, and fair treatment of clients and candidates. Candidate information will be handled for recruitment purposes in accordance with applicable policies and requirements.