Senior Client Services Manager Bohol Pooling

Overview

The Senior Manager for Client Services will lead and manage the operational support and strategic delivery of our PH-based accounts. This role will be instrumental in driving performance excellence, fostering strong client relationships and delivering revenue growth. The Senior Manager will partner closely with clients and internal teams to ensure service delivery meets and exceeds expectations while identifying opportunities for innovation, efficiency and account expansion.

Responsibilities

Meets client and company objectives

Serves as point of contact for all client concerns

Ensures that financial targets are achieved

Proactively partner with clients to deliver cost effective, value added, quality solutions

Strong contributor to the senior management team in developing operating strategy, overall profitability and ensuring process improvements for the business unit

Ensure that client needs are met in a way that improves customer satisfaction and increases profitability

Manages the accurate compilation and distribution of information and reports to identified stakeholders

Identifies and implements continuous improvement initiatives

Provide and implements real time solutions to the business that result in increased productivity/efficiency

Identifying opportunities for account growth, retention, and cross-functional collaboration

Coordinating with internal teams (operations, sales, finance, and support) to ensure seamless service delivery

Conducting business reviews and presenting performance updates to clients and leadership

Developing and implementing strategies to improve client engagement, service quality and operational efficiency

Ensuring compliance with company policies, contractual obligations and service-level agreements (SLAs)

Work with BU heads to achieve the overall objective of the Business

Performs other related duties and assignments as required and as assigned by the VP of Client Services

Qualifications

Bachelor’s Degree

At least 5 years of experience with Client Services Management

Excellent track record in program management involving multiple teams, multiple products, and multiple services areas

Strong operations background

Ability to intake multiple requests and prioritize

Experience with tracking projects/tasks using project management software such as Smartsheet, ClickUp etc

Extensive experience in Customer Service and understanding of BPO operations

Excellent organization skills and ability to manage multiple and changing priorities

Excellent interpersonal and customer interaction skills to include communications, presentation and conflict resolution skills

Experience building PowerPoint presentations and presenting to executive level meetings

Knowledgeable of changing technology

Exemplary communication skills and strong business acumen to understand the business strategies

Desired

Amenable to work on-site

Willing to work in Tagbilaran, Bohol

Can start ASAP #J-18808-Ljbffr