Job Description

About IMAIPL

Institute of Management Accountants India Private Limited (IMAIPL) is the exclusive marketing, promotional, and support services partner of the

Institute of Management Accountants (IMA), USA

in India. IMAIPL supports IMA's mission by strengthening awareness of the management accounting profession, promoting IMA certifications, enabling member and chapter engagement, and delivering localized professional development initiatives across India.

About IMA

IMA is a leading global association dedicated to advancing the management accounting profession. With a global network of approximately

140,000 members across 150 countries and 350 professional and student chapters

, IMA supports professionals through certifications such as

CMA, CSCA, and FMAA(TM)

, continuing education, research, networking, and advocacy of the highest ethical business practices.

Position Summary

The

Executive - Member Support & Operations

plays a critical frontline and operational role in ensuring an exceptional member experience for IMA India. This position serves as a primary point of contact for members and chapters, supports operational execution across member services and events, and ensures smooth coordination between members, chapters, and internal teams. This position is located in IMA's office in Bangalore.


The role requires a strong customer-service mindset, operational discipline, and the ability to manage high-volume interactions while maintaining accuracy, empathy, and professionalism.

Key Responsibilities

1. Member Support & Engagement

Serve as a primary point of contact for member inquiries across phone, email, WhatsApp, live chat, social media, and in-person interactions. Resolve member queries related to membership, benefits, certifications, billing, accounts, and services in a timely and professional manner. Handle inbound and outbound calls related to membership services, renewals, and outstanding accounts. Maintain a high standard of service quality to enhance member satisfaction, retention, and engagement. Stay current on IMA membership offerings, benefits, certifications, and services to provide accurate information and identify appropriate cross-sell opportunities.

2. Customer Account & Data Management

Update and maintain accurate member records in IMA's database and related systems at every point of interaction. Research and resolve discrepancies related to billing, accounts, renewals, and member records. Track adjustments, corrections, and account status while maintaining detailed documentation. Investigate returned emails, postal mail, and incorrect contact information to ensure database accuracy and continuity of communication. Ensure adherence to organizational policies, data privacy, and confidentiality standards.

3. Chapter & Stakeholder Support

Act as a liaison between IMA members, chapter leadership, and IMAIPL to ensure smooth communication and operational alignment. Support chapter leaders in coordinating activities, meetings, and member communications. Facilitate timely information sharing, updates, and operational coordination across chapters. Assist with resolving chapter-related operational issues by coordinating with internal teams as needed.

4. Event & Program Operations

Support planning, registration, execution, and post-event follow-up for chapter events, conferences, workshops, and networking programs. Coordinate logistical requirements such as registrations, materials, communications, and participant tracking. Assist in event promotion and member outreach in coordination with marketing and other internal teams. Ensure seamless on-ground and virtual event execution to deliver a positive member experience.

5. Operational & Cross-Functional Support

Assist in nurturing leads and providing structured feedback to marketing and other departments. Support business operations and internal projects as assigned by the Manager - Member Support & Operations. Contribute to process improvements aimed at increasing operational efficiency, response time, and service quality. Take ownership of assigned tasks and deliver outcomes with minimal supervision.

Knowledge, Skills, Abilities & Other Requirements

Education & Experience

Bachelor's degree required; postgraduate qualification preferred. Minimum

3 years of experience

in customer service, operations, call center, membership organizations, or service-oriented roles.

Core Skills & Competencies

Excellent verbal and written communication skills in English. Strong customer service orientation with effective telephone and interpersonal skills. Proven ability to manage multiple tasks in a fast-paced, high-pressure environment. Strong organizational skills with close attention to detail and accuracy. Proficiency in Microsoft Office (Word, Excel, PowerPoint) and database/CRM systems. Effective problem-solving, conflict resolution, and decision-making capabilities. High level of integrity with the ability to handle confidential and sensitive information responsibly. Team-oriented, proactive, and solution-driven with a "can-do" attitude. Ability to work independently while collaborating effectively with cross-functional teams. Willingness to travel occasionally for chapter meetings and events, as required.

Why This Role Matters

This role is central to delivering IMA's value proposition in India. By ensuring high-quality member support, seamless operations, and effective chapter coordination, the Executive - Member Support & Operations directly contributes to member satisfaction, retention, and the long-term growth of the IMA community in India.

Diversity & Inclusion Commitment

IMA is committed to building a diverse, inclusive, and respectful workplace and professional community. We encourage multiple perspectives, foster collaboration, and value individuals for their unique contributions. Diversity and inclusion are fundamental to how we innovate, serve our members, and deliver value globally.