Our client is seeking a Team Leader – Front End (Client Experience) to lead and supervise all front-facing operations, ensuring seamless, professional, and brand-aligned client interactions across the office. This role is critical in managing corporate ambassadors, maintaining 24/7 front-end coverage, minimizing wait times, and driving exceptional client sentiment.Key Responsibilities:- Lead and supervise all front-facing client experience operations including front desk, walk-ins, lobby flow, and in-person service delivery- Oversee daily front office operations and manage corporate ambassadors to ensure consistent, courteous, and professional service- Ensure 24/7 front-end operational coverage through effective shift scheduling and resource allocation- Monitor and manage client flow, appointments, walk-ins, and VIP guests to minimize wait times and avoid service backlogs- Maintain oversight of office readiness and ambiance across all front-facing and shared spaces (lobby, meeting rooms, lounge, pantry)- Act as the first escalation point for front desk complaints, delays, or service issues, ensuring timely resolution- Coordinate closely with backend, client servicing, compliance, and operations teams for seamless service handover- Track, analyze, and report front-end KPIs including footfall, wait times, escalation resolution, and service satisfaction- Drive client feedback initiatives including Google reviews and satisfaction surveys- Conduct service quality audits to ensure SOP and brand standard compliance- Provide real-time coaching and guidance to front desk staff on grooming, soft skills, and client handling- Support in-person client onboarding activities including KYC checks and service walkthroughs- Lead client-facing initiatives such as hospitality activations, welcome days, and lobby promotions- Ensure client pick-up and drop-off vehicle meets hospitality standards at all times
- Bachelor’s degree in Business Administration, Hospitality, or Customer Experience- Professional certifications in customer service or hospitality management are an advantage- Minimum 3–4 years’ experience in a front office or client experience environment- At least 1–2 years in a supervisory or team leader role, preferably in hospitality or corporate services- Proficiency in CRM, visitor management, front desk ticketing, and scheduling tools- Strong MS Office skills and experience with survey and online review platforms- Excellent leadership, communication, and conflict-handling skills- Client-centric mindset with strong attention to detail and composure under pressure- Fluency in English; additional languages are a plus
