Client Operations Lead - BPO & Contracts

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

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.