Account Manager | START ASAP | NIGHT SHIFT

Staff Outsourcing Solutions

Cebu City

On-site

PHP 670,000 - 1,004,000

Full time

3 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

On-site in Cebu Business Park

Opportunity to lead US-based client关系

Job summary

Staff Outsourcing Solutions in Cebu seeks an Account Manager to oversee a portfolio of US client accounts and Cebu-based teams. You will maintain strong client relationships, ensure team performance, handle escalations, and drive growth.

This hands-on leadership role requires ownership, decision-making, and problem-solving. Onsite work at Cebu Business Park is expected, with night shifts aligned to US business hours.

Qualifications

3+ years in a BPO/ outsourcing or shared-services environment.
2+ years managing client accounts or ops teams serving US clients.
Proven experience leading team leaders and their teams.
Experience in performance management, coaching, attendance, and team development.
Experience handling employee relations and conduct cases.
Excellent verbal and written English communication skills.
Confident, professional with US clients; proficient with Google Workspace and reporting tools.
Familiarity with monday.com or similar project management platforms.
Comfort using AI tools like ChatGPT or Claude for reports and summaries.
Must reside in Cebu and be willing to work onsite at Cebu Business Park.
Willing to work a night shift aligned with US business hours.

Responsibilities

Manage day-to-day relationships with US client accounts.
Lead team leaders and ensure target achievement across accounts.
Handle escalations, investigate issues, and provide timely updates.
Coordinate staffing, recruitment, and onboarding for new hires.
Review timekeeping and billing records for accuracy.
Identify opportunities for account growth and present to leadership.

Skills

Client account management

Team leadership

Performance coaching

Employee relations

US client communication

English fluency

Multitasking under pressure

Education

Business/HR degree (nice to have)

Tools

Google Workspace

Spreadsheets

Reporting tools

monday.com

AI tools (ChatGPT/Claude)

Job description

ABOUT THE ROLE

Every client we serve has one person at Staff Outsourcing Solutions who owns their account — someone who knows the team, understands the numbers, and steps in when something goes wrong.

As an Account Manager, you will manage a portfolio of United States client accounts and the Cebu-based teams supporting them. You will be responsible for maintaining strong client relationships, ensuring team performance, handling escalations, and driving the overall success and growth of your assigned accounts.

This is a hands-on leadership and operations role for someone who takes ownership seriously and is comfortable making decisions, solving problems, and following through.

KEY RESPONSIBILITIES

Client & Account Management

Manage day-to-day relationships with assigned US client accounts.
Conduct weekly client check-ins, monthly performance reports, and quarterly business reviews.
Maintain regular communication with clients and address concerns before they become escalations.
Monitor account performance, service levels, and client satisfaction.

Team & Operations Management

Lead team leaders and team members assigned to your accounts.
Set and monitor performance targets, schedules, attendance, and productivity.
Conduct coaching sessions, one-on-ones, and performance reviews.
Ensure team leaders are equipped to independently manage their teams.

Escalation & Problem Resolution

Handle escalations from clients, team leaders, and employees.
Investigate issues, implement appropriate solutions, and provide timely updates.
Present leadership with clear recommendations when escalation requires management support.

Employee Relations

Address employee conflicts and workplace concerns fairly and professionally.
Ensure concerns are properly documented and resolved promptly.
Work closely with HR on performance, conduct, and employee-relations cases.

Staffing & Recruitment Coordination

Validate hiring and replacement requests with clients.
Conduct final verification interviews for shortlisted candidates.
Coordinate with Recruitment and other departments to ensure new hires have complete documentation and a proper first-week plan.
Keep clients informed regarding new team members joining their accounts.

Billing & Reporting

Review timekeeping and attendance records to ensure billing accuracy.
Ensure reports and data submitted to clients and Finance are accurate and complete.
Monitor account metrics and prepare actionable reports.

Account Growth

Identify opportunities for additional staffing, services, or new functions within existing accounts.
Present potential growth opportunities to leadership based on client needs and supporting data.

QUALIFICATIONS

At least 3 years of experience in a BPO, outsourcing, or shared-services environment.
At least 2 years of experience managing client accounts or operations teams serving US clients.
Proven experience managing team leaders and their teams.
Experience in performance management, coaching, attendance management, and team development.
Experience handling employee relations, conflicts, and performance or conduct cases.
Excellent verbal and written English communication skills.
Confident and professional when communicating with US clients.
Proficient in Google Workspace, spreadsheets, and reporting tools.
Experience with monday.com or similar project/task management platforms.
Comfortable using AI tools such as ChatGPT or Claude for reports, summaries, and other work-related tasks.
Must be currently residing in Cebu and willing to work onsite in Cebu Business Park.
Willing to work a night shift aligned with US business hours.

THE IDEAL CANDIDATE

We are looking for someone who takes ownership of their accounts and follows through without needing constant supervision.

You should be someone who:

Takes initiative and makes sound decisions.
Can identify risks and act before issues become bigger problems.
Works with urgency when dealing with time-sensitive or client-facing concerns.
Is comfortable having difficult conversations while remaining fair and professional.
Holds people accountable without being unnecessarily harsh.
Listens to different perspectives and makes objective decisions.
Takes responsibility for mistakes and focuses on solutions rather than blame.
Communicates problems together with the actions already taken and recommended next steps.
Treats clients, employees, team leaders, and support departments with professionalism and respect.
Can manage multiple priorities and consistently follow through on commitments.

NICE TO HAVE

Experience managing eCommerce, healthcare, travel, or B2B sales accounts.
Experience working in a dedicated-team outsourcing model.
Experience presenting business reviews directly to US clients.
Degree in Business, Psychology, Human Resources, or a related field.
Equivalent combination of education and relevant experience may also be considered.

Staff Outsourcing Solutions, is an offshoring and outsourcing solutions provider based in Cebu. We enable foreign businesses to reduce costs, increase flexibility, and extend their global output by providing the most efficient ways we deliver our services. Our unique approach with dedication and commitment effectively removes the stress and conflict that would normally exist in businesses that are consistently keeping up with today's global demands.

Staff Outsourcing Solutions firmly believes in being transparent to its clients to apply effective ways to deliver results that extend your global reach. The variety of services we offer that targets specific market segments makes us a reliable and long-term solid partner to our clients. The opportunities we provide enabled us to serve several business organizations ranging from small start-ups to mid-size multinationals. With the core competencies of our professional workforce with excellent proficiency in English and flexible services, SOS is the right partner as an offshore and BPO solutions provider.

Overview:

Staff Outsourcing Solutions specializes in hosting, setting up, and managing offshore business operations in the Philippines on behalf of our clients from all over the world. Through offshoring business processes, our clients drastically reduce operational costs, increase flexibility, expand the reach on their operations globally, meet the increasing demand, and provide quality solutions around the world. The unique services we cater to our client's needs adapt to their specific needs. Staff Outsourcing Solutions has been flexible in offering services to different foreign business organizations, from small and medium-sized businesses to large multinational corporations.

For more information about our company, visit the following sites: