BPO Operations Manager | Glorietta

Foundever®; Muntinlupa; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Foundever® is seeking a Client Contract and Communication professional to support the Senior Manager, Account Operations in Metro Manila. The role focuses on strengthening client partnerships, maintaining contract scope, and ensuring service levels are met.

You will supervise contract maintenance, coordinate with billing and pricing, and deliver timely performance reporting. A proactive communicator who can align internal teams with client expectations is essential.

Responsibilities

• Assists the Senior Manager, Account Operations as a strategic driver for the client.
• Assists in developing and maintaining partnerships with clients to increase business and client satisfaction.
• Functions as link between company and client.
• Maintains updated client contracts by documenting changes in scope and conducting period reviews.
• Assists in dealing with pricing and contract negotiations and other cost issues.
• Directly accountable for and reviews account performance against contract metrics and client expectations.
• Ensures contract documentation and information is up to date and files are maintained.
• Provides client complete, accurate, timely, and professional performance reporting as required.
• Assists and/or provides the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development, and complaints.
• Communications, including telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are thorough, professional, and polished at all times.
• Takes lead in defining measurement systems to monitor and report performance metrics and client satisfaction to management and the client.
• Pursues opportunities for account growth and provides accurate, timely reports for historical, current status, and forecasting purposes.
• Contributes to other projects/new program implementation if requested and conducts ad hoc center-wide troubleshooting.

Job description

Client Contract and Communication

• Assists the Senior Manager, Account Operations as a strategic driver for the client
• Assists the Senior Manager, Account Operations in developing and maintaining partnerships with clients to
• increase business and client satisfaction
• Develop and maintain client rapport and complete satisfaction with contract and customer services.
• Functions as link between company and client
• Assists the Senior Manager, Account Operations in maintaining updated client contracts by documenting
• changes in scope and conduction period reviews
• Assists the Senior Account Manager in dealing with pricing and contract negotiations and other cost issues
• that pertain to the operations in general.
• Directly accountable for and routinely reviews account’s performance against contract metrics and client
• expectation. Assures that contract documentation and information is up to date and files are maintained.
• Provides client complete, accurate, timely, and professional performance reporting as required. Assures that
• contract requirements including service levels, talk times, handle times, response time, escalations, quality
• sat scores, etc. are routinely conveyed and understood by team members.
• Assists and/or provides the lead role in client communications in matters of support center performance
• reporting, billing, systems, staffing, product development, and complaints. Communications, including
• telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are expected to be
• thorough, professional, and polished at all times. Is accountable for the information conveyed to clients and
• responsible for distribution to internal management, Sales and staff of key information received.

Account Operations

• Implements business operation and service solutions utilizing the continuous improvement process
• Liaises with the implementation team where appropriate. Ensures effective implementation of all programs
• under the end-to-end requirement of the client.
• Liaises with the support services team where appropriate. Ensures delivery of account reqt’ts for better job
• satisfaction and support.
• Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the
• appropriate action when necessary.
• Oversees the conduct of the whole operations in order to ensure that all divisions are synergized and
• aligned.
• Manages and designs quality and productivity programs for the division, together with the Senior Account
• Manager, in order to build awareness among its team members under the light of continuous improvement.
• Accounts for a systematic, standardized, and updated process across all division.
• Supervises and motivates the team to ensure an acceptable level of productivity.
• Attends seminars and conferences and does waterfall training to Account Supervisors and or Team Leads.
• Assists the Senior Account Manager in developing and planning for improvement programs for all staff
• levels.
• Manage defined support services including planning, development, implementation, and maintenance for
• one or more accounts.
• Ensures effective communication of old and new company policies to the entire team.
• Develop, grow, and maintain employee experience, capability, morale, and job satisfaction.
• Takes lead and or assists the Senior Account Manager in defining measurement systems to monitor and
• report performance metrics and client satisfaction to the client, the company, and our employees.
• Pursues opportunities for account, site, and/or corporate business growth.
• Takes Lead and or assists in providing accurate, timely, and professional written, statistical and verbal
• reports to management for historical, current status, and forecasting purposes (including, but not limited to,
• budgets, pricing, revenue, staffing, training, seating, etc.). Proactively ascertains potential future business
• growth/decline and pertinent resource needs through analysis of statistical/historical trends, client
• communication, and industry awareness.
• Contributes to other projects/new program implementation if requested.
• Ad hoc center-wide troubleshooting. Directive either from RD or VP of operations.
• Conducts PEP & PMP sessions to direct reports and approves their leave and overtime applications

Financial Management

• Implements new systems or process within the team to ensure invoice accuracy.
• Ensures invoices are released timely and clients settle their charges in the same fashion.
• Meet or exceed account objectives for revenue and gross profit.
• Makes sure that locked forecast is within +/- 5% of actual revenue
• Measures and tracks financial performance against forecast and budget. GP 55%-65%
• Administers the division’s budget to monitor cost and analyze variances.
• Assists the Senior Account Manager in planning for the division’s budget.