Account Manager (Night Shift, Onsite Cebu)

Sound Connection Phils. Inc.; Cebu City; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

HMO and health insurance

Night differential

Holiday premium pay

Service incentive leave

Job summary

Staff Outsourcing Solutions in Cebu City is seeking an Account Manager to own a portfolio of US client accounts and lead Cebu teams serving them. This is a hands-on, direct-hire role with night shift aligned to US business hours, onsite at Cebu Business Park, Monday to Friday.

You will manage client communications, lead team leaders, handle escalations, and drive staffing decisions to ensure service levels and client satisfaction. A strong track record in BPO operations is required.

Qualifications

• At least 3 years in a BPO, outsourcing, or shared-services company, including 2 years managing client accounts or operations teams for United States clients.
• Experience leading team leaders and their teams: setting targets, coaching, attendance and performance, and keeping records that hold up.
• Employee relations experience: resolved conflicts inside a team and managed a performance or conduct case from the first conversation to a documented outcome.
• Clear, confident English on client calls, and written updates a client can act on.
• Comfortable with Google Workspace, spreadsheets and reports, monday.com or similar tools, and AI tools like Claude or ChatGPT for summaries and reports.
• Living in Cebu and available onsite in Cebu Business Park on the night shift, Monday to Friday.

Responsibilities

• Your client accounts: weekly check-ins, monthly performance reports, and quarterly business reviews, plus daily contact to prevent escalations.
• Your teams: the team leaders and team members on your accounts, including targets, coaching, schedules, attendance, leave approvals, and reviews.
• Escalations from either side: own the call, diagnose, fix, and report next steps.
• Employee relations on accounts: resolve conflicts early and document outcomes with HR support.
• Staffing for accounts: verify hiring needs, conduct final interviews, and onboard new members with a plan.
• Billing accuracy: ensure time and attendance records align with client and finance.
• Account growth: identify opportunities for additional teams or functions and present to leadership.

Skills

Client account management

Team leadership

Process optimization

English communication

Education

Bachelor's degree in Business or related field

Tools

Google Workspace

monday.com

Spreadsheets/Reports

Job description

Job Overview

Every client we serve has one person at Staff Outsourcing Solutions who owns their account: the person who knows the team, knows the numbers, and picks up when something goes wrong. That is the Account Manager.

You will run a portfolio of United States client accounts and the Cebu teams that serve them, and you will be the reason those clients stay with us year after year. This is a hands‑on operating role for someone who takes ownership seriously, not a title behind a desk.

Full-time, direct hire. Night shift aligned to United States business hours. Onsite at MDCT Building, Leyte Loop, Cebu Business Park, Cebu City. Monday to Friday.

What Success Looks Like

Twelve months in, every client in your portfolio knows exactly who to call and hears from you before they have to ask. Your teams hit their targets and service levels, attendance and attrition are under control, and problems reach leadership with a recommendation attached.

Your team leaders run their day without you standing over them. When a new team member joins one of your accounts, they arrive with a complete file and a plan for their first week, and the client is told before they start.

What You Will Own

• Your client accounts: weekly check‑ins, monthly performance reports, and quarterly business reviews, plus the daily contact that keeps small issues from becoming escalations.
• Your teams: the team leaders and team members on your accounts. Targets, coaching, schedules, attendance, leave approvals, one‑on‑ones, and performance reviews.
• Escalations from either side. You take the call, find out what happened, fix it, and report back with what was done and what happens next.
• Employee relations on your accounts: conflicts settled early and fairly, every side heard, properly documented, and resolved before they become formal cases. You work with HR on anything that needs it.
• Staffing for your accounts: you validate each hiring or replacement request with the client, run the final verification interview with the candidates our recruitment team shortlists, and receive each new team member with a complete file and a first‑week plan.
• Billing accuracy: time and attendance records for your teams reviewed so the numbers that reach the client and our finance team are right the first time.
• Account growth: you spot where a client could use another team member or a new function and bring it to leadership with the evidence.

What We Are Looking For

• At least 3 years in a BPO, outsourcing, or shared-services company, including at least 2 years managing client accounts or operations teams for United States clients.
• Experience leading team leaders and their teams: setting targets, coaching, handling attendance and performance, and keeping records that hold up.
• Employee relations experience: you have resolved conflicts inside a team and taken a performance or conduct case from the first conversation to a documented outcome.
• Clear, confident English on client calls, and written updates a client can act on.
• Comfortable with Google Workspace, spreadsheets and reports, monday.com or a similar tool, and AI tools such as Claude or ChatGPT for summaries and reports.
• Living in Cebu and available onsite in Cebu Business Park on the night shift, Monday to Friday.

Who Does Well Here

The Account Managers who do well with us treat each account as their own responsibility and never need to be reminded twice.

They have common sense: they can read a situation, see the obvious risk, and make a reasonable decision without every step spelled out. They move with urgency when something is time‑sensitive or client‑facing, and they follow through until it is actually done, not just handed off.

They are not people pleasers. They have the difficult conversation when it is needed, and they hold people accountable without being harsh or unfair. They listen to every side, judge objectively, own their mistakes, fix them, and learn from them rather than blaming another department.

When they raise a problem, it comes with what happened, what has already been done, and what they recommend. They treat team members, team leaders, support departments, and clients with the same respect regardless of title, because they see leadership as responsibility, not status.

They manage their time well enough that long days are the exception, and when something genuinely has to be finished today, they see it through.

Nice to Have

• Experience with eCommerce, healthcare, travel, or B2B sales accounts.
• Account management in a dedicated‑team model rather than a shared queue.
• Business reviews you have presented to United States clients yourself.
• A degree in Business, Psychology, or Human Resources, or equivalent experience.

What You Get

• Competitive package with salary appraisals.
• HMO and health insurance.
• Night differential and holiday premium pay.
• Service incentive leave upon regularization.
• A Monday to Friday schedule with weekends off.
• Stable full‑time employment as a direct hire, with real opportunity and growth.
• A healthy work environment and employee engagement activities.
• Direct work with our site leadership and founder on how our accounts are run.

How We Hire

Every applicant gets a reply. The process is a screening call, a short exercise built on real situations from our floor (a client update to write and two scenarios to talk through), and a final interview with our leadership, onsite or by video.

About Staff Outsourcing Solutions

We build dedicated teams in Cebu for businesses in the United States and Australia. Our team members work inside our clients' daily operations in customer service, sales, accounting, technical support, and specialist roles. We hire for experience and character, we develop interns from partner colleges into full team members, and we keep the same team with a client for years.

Founded in 2010, we have grown mostly by referral, which only happens when clients and team members stay.

Staff Outsourcing Solutions never asks applicants for payment, training fees, or personal documents before a written job offer.