Client Services Manager

POSITION SUMMARY

The Manager Client Services is responsible for the operational efficiency and effectiveness of their Client Services team in the Philippines. Its’ goal is to meet the strategic objectives of the global organization, the unique requirements of the regions these teams serve and the nuances and culture of the country where these teams are located. The Manager of Client Services supports the Director of Client Services in the efficiency, effectiveness, competence, professionalism, and engagement of all team members and helps to achieve strategic and operational outcomes, cost efficiency, and effectiveness of the CS Philippines teams. This role is responsible for the coordination and effectiveness of CS Team Leaders, works in partnership with other CS Managers as well as support of their CS Director in operational outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational Management

Oversees the day-to day operations of the Client Services teams located in the Philippines, provides support to various regions and territories in APAC, NA and EMEA including the distribution and quality of tasks, projects, and work assignments, and overall client satisfaction.

Collaborates with local, regional, and global management teams in the creation, establishment, and implementation of operational and tactical plans to implement the strategic goals of the organization and the goals of the business unit located in the Philippines.

Supports local, regional, and global management in the delivery of performance goals and annual operational plans

Supports the Director CS in the regular evaluation of operational efficiency of systems, procedures, operational policies, quality controls and other operational matters

Works with global and local leadership for continuous improvement of operational delivery, client support, operational processes, systems, structures, and procedures

Manages and reviews project or client escalations and other operational issues to bridge any gap in understanding or implementation, to identify areas for change or improvement or to provide solutions to ongoing problems

Supports the Director CS to implement, review and monitor the business unit/ functional budget and ensure a reasonable and equitable application of such

Develops relationships/agreements with internal partners like Professional Services, Human Resource, Facilities Team, IT

People Management

Manages CS Team Leaders in the Philippines and ensures that the current headcount meets current and future workload requirements, the members in the team possess the necessary skills and competencies to perform their jobs and the teams are highly engaged and driven to deliver timely and quality services

Recruitment – Works with the CS Director for the overall headcount of the function based on workload demands. Contributes to the creation of the hiring plan for the year to ensure smooth operational activity. Coordinates the recruitment and hiring for the CS team and collaborates with the Recruitment Team on its sourcing and partnership activities to achieve the timeliness of hiring as well as the quality of the talents acquired. Works closely with the local regional leaders as well as the global leader in providing the team with the needed skill and competence. Manages expectations and balances headcount and timing needs across all regions and territories.

Onboarding - Works with HR/Payroll to hire and onboard selected candidates including distribution and collection of appropriate new hire paperwork adhering to HR’s outlined process, manage orientation and new hire training processes, input data as required into systems.

Employee Engagement - Ensures a highly engaged team through the implementation of functional engagement activities that help drive performance. Works closely with the CS Director to establish regular communication of the Global team and company strategy, direction, and updates, so they can help drive success. Participates in global and company-wide initiated employee engagement activities to augment operational initiatives. Leads and joins company and core team-initiated activities such as but not limited to the following: GIVE events, sportsfest, leadership summit, monthly/quarterly/yearly rewards and recognition program and other company events.

Performance Management – Provides employees with timely, fair and measured performance assessments and feedback to foster growth. Rewards and recognizes performance as appropriate. Appropriately and consistently addresses performance concerns using progressive discipline. Partners with Human Resources as needed.

Compensation Management – Assists in the equitable and appropriate management of compensation for the CS team. Works with CS Director to ensure that internal equity is maintained among all teams, regions and territories. Works with CS Director and HR in the conduction, review and assessment of current compensation brackets versus market and recommend adjustments, if necessary. Coordinates and finalizes for review the bonus and annual merit process for their CS team. Reviews, recommends, and develops incentives and/or activities that increase production and improve performance.

Learning and Development – Establishes a training and development plan, in coordination with local and global operational leaders, to ensure the adequacy and distribution of skills and competencies with each team, continuity in case of attrition, development of leaders and technical experts. Creates training goals and objectives for teams and team members and oversees its implementation.

Career Development - Works with global/local leaders within the same teams as well as global/local leaders of other business functions to create opportunities for career growth and development for team members or for job enrichment.

Adherence to policies, procedures, and regulations -Ensure the CS team are following policies, procedures and regulations as outlined by Human Resources. Escalate any legal concerns to the HR/Legal departments and partner with them on resolutions.

Administrative Tasks

Coordinates with IT to ensure that the teams have adequate IT hardware, applications and technical support needed in the performance of its function

Actively participates in and provides support to the organization in the implementation of its Diversity, Environmental, Health and Safety programs

Supports in the assessment of capabilities within the department/work schedule and facilitates training and knowledge transfer to ensure that the employees are adequately prepared for emergencies and evacuation

Assists in the facilitation of company-wide initiatives that will make the Dynata brand known to the local community. Participates in various company activities that increases the employees’ awareness and appreciation of the Dynata brand

Supports all other company wide initiatives of the company

Other duties and projects may be assigned from time to time at the discretion of management.

REQUIRED SKILLS AND QUALIFICATION

Education and Experience:

At least 10 years of working experience in the related field

At least 7 years’ working experience in specialized field and in a leadership role

At least 3 years’ experience of managing a large variable work force as Operations Team Leader, Supervisor or Manager

Specialized Skills:

Strong verbal and written communication skills

Solid problem-solving and team coordination abilities

In-depth knowledge of diverse business functions and principles (e.g. operational management, quality control, process improvement, customer service etc.)

Strong knowledge of operational functions and principles, including customer service, production, and employee management.

Proven ability to manage operational process for maximum efficiency and productivity

Ability to streamline and implement operational efficiencies that support rapidly shifting business demands

Strong working knowledge of industry regulations and legislative guidelines

Proven ability to develop innovative solutions for increased productivity

Superior negotiation skills in both internal and external settings

Masterful organizational, communication, and leadership skills, demonstrated by previous professional success

Strong working knowledge of data analysis and performance metrics using business management is a plus.

REQ10868