Associate Director, Recruitment Account Management

iSupport Worldwide; Pasig; On-site; PHP 2,500,000 - 4,500,000; Full time

Job summary

iSupport Worldwide is seeking an Associate Director, Account Management & Client Operations to oversee client relationships, service delivery, and workforce alignment across assigned accounts. You will partner with clients and internal teams to ensure strategic objectives are met and growth opportunities are realized.

In this leadership role, you will coordinate hiring approvals, calibrate candidate profiles, monitor performance, and drive operational excellence while maintaining strong

Qualifications

• Bachelor's degree in business administration or related field.
• 8+ years in leadership roles within Operations, Account Management, or BPO.
• Experience managing executive-level client relationships and workforce planning.

Responsibilities

• Oversee client relationships, operational performance, and service delivery across accounts.
• Lead calibration sessions, hiring governance, and workforce planning with clients.
• Coordinate cross-functional teams to address client needs and maintain service levels.
• Present business reviews, manage escalations, and drive operational excellence.
• Identify opportunities for account growth and align hiring with business goals.

Skills

Leadership

Client relationships

Operations management

Workforce planning

Hiring governance

Executive stakeholder management

Education

Bachelor's degree in business administration

Job description

The Associate Director, Account Management & Client Operations is responsible for overseeing

client relationships, operational performance, and service delivery across assigned accounts. This

role acts as the primary liaison between clients and internal teams, ensuring alignment on

business objectives, workforce requirements, operational performance, and growth initiatives.

The position is accountable for maintaining strong client partnerships, managing escalations,

conducting business reviews, facilitating workforce planning discussions, driving hiring approvals,

and ensuring operational excellence across all aspects of account management.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for senior client stakeholders and decision-makers.
• Build and maintain long-term client relationships based on trust, transparency, and operational excellence.
• Conduct regular business reviews and strategic discussions with clients.
• Understand client objectives and translate business requirements into operational plans.
• Maintain high levels of client satisfaction and account retention.

Account Operations Management

• Oversee day-to-day management of assigned client accounts.
• Monitor account performance against service levels, operational objectives, and contractual commitments.
• Identify risks, challenges, and opportunities impacting client success.
• Work closely with internal departments to ensure client needs are addressed effectively.
• Ensure seamless coordination between operations, workforce management, recruitment, HR, onboarding, and leadership teams.

Workforce Planning & Hiring Alignment

• Facilitate workforce planning discussions and headcount forecasting.
• Coordinate hiring approvals and workforce expansion requests.
• Align hiring priorities with operational requirements and business growth plans.
• Advocate for client requirements while balancing operational realities.

Client Calibration & Hiring Governance

• Lead calibration sessions to ensure alignment on role expectations, workforce requirements, and hiring standards.
• Facilitate discussions regarding candidate profiles, operational needs, and business priorities.
• Guide clients through hiring decisions and approval processes.
• Ensure efficient communication between hiring stakeholders and internal delivery teams.

Candidate Presentation & Business Justification

• Present candidate recommendations and hiring rationales to client stakeholders.
• Support hiring discussions by articulating candidate strengths and business value.
• Address client concerns and objections during the evaluation process.
• Partner with leadership teams to drive successful hiring outcomes and workforce readiness.
• Manage client concerns, escalations, and recruitment-related challenges.
• Facilitate timely resolution of operational issues impacting account performance.
• Coordinate cross-functional resources to address urgent business needs.
• Maintain proactive communication throughout issue resolution activities.

Business Growth & Account Expansion

• Identify opportunities for account growth and expansion.
• Support strategic initiatives that increase workforce capacity and client engagement.
• Participate in business planning discussions related to future growth opportunities.
• Strengthen partnerships to support long-term account sustainability.

Performance Management & Reporting

• Monitor account health, workforce metrics, service delivery performance, and operational trends.
• Prepare and present account reviews, business updates, and operational performance reports.
• Analyse workforce trends and provide recommendations for improvement.
• Drive initiatives focused on operational efficiency and client experience.

Required Qualifications

Education

• Bachelor's degree in business administration, Management, Operations Management, Human Resources, Marketing, or a related field.

Experience

• 8+ years of leadership experience in Operations, Account Management, Client Services, BPO, Shared Services, Outsourcing, or Workforce Solutions.
• Minimum 3–5 years in a Senior Operations Manager, Client Services Manager, Account Director, or equivalent leadership role.
• Experience managing executive-level client relationships.
• Experience leading workforce planning, service delivery, and business operations.
• Recruitment industry experience is advantageous but not required.