Client Operations Leader

Private Advertiser; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Private Advertiser in Makati is seeking a Client Operations Lead to drive seamless service delivery, foster long-term client relationships, and inspire a culture of learning, collaboration, and operational excellence. You will oversee onboarding, client experience, and performance improvements while guiding a growing team onsite.

The successful candidate will have 7+ years in operations leadership, experience with international clients, and proven ability to manage SLAs, KPIs, and

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Management, or a related field.
• 7+ years of experience in operations, client services, account management, or a similar leadership role, preferably in a BPO, outsourcing, or service-driven environment.
• At least 5 years of experience in a people management or team leadership capacity.
• Proven experience managing teams, client accounts, and day-to-day operations in a fast-paced environment.
• Experience working with international clients or stakeholders is highly preferred.

Responsibilities

• Lead, coach, and develop a high-performing client operations team.
• Foster a culture of accountability, continuous learning, and operational excellence.
• Provide regular performance feedback, mentoring, and support to team members.
• Supervise daily operations, performance, attendance, payroll, and KPI alignment of assigned staff; drive engagement, coaching, and retention while ensuring compliance and collaboration across departments.
• Ensure each team delivers consistent, high-quality service aligned with client expectations and SLAs.
• Monitor and optimize daily workflows to ensure timely, accurate execution of client requests.
• Serve as an escalation point for complex client issues, ensuring swift resolution and clear communication.
• Deliver exceptional client experiences, manage onboarding, resolve issues, maintain strong relationships, identify growth opportunities, and proactively report client trends or risks to senior executives.
• Identify and implement process enhancements that improve efficiency and client satisfaction.
• Collaborate with cross-functional teams (sales, finance, product, etc.) to drive initiatives that support business growth.
• Analyze operational data to inform decision-making and track progress against KPIs.
• Model professional behavior and high ethical standards in every interaction.
• Promote a respectful, inclusive, and collaborative work environment.
• Lead by example in upholding company values and policies.
• Attends to any ad hoc tasks that may assigned from time to time

Skills

Client relationship

Leadership

SLA management

KPI management

Problem solving

Process improvement

Data analysis

Time management

English communication

Negotiation

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Workforce management

Ticketing systems

Excel

PowerPoint

Outlook

Job description

Work Arrangement: 100% Onsite
Work Location: Makati

Client Operations Lead

Position Summary

As Client Operations Lead, you will bring a strong business mindset, a people-focused approach, and a commitment to delivering exceptional client outcomes. In this role, you will ensure seamless service delivery, foster long-term client relationships, and inspire a culture of learning, collaboration, and operational excellence. You will also play a key part in supporting team growth and capability development while driving continuous improvement in client experience, processes, and performance.

Key Responsibilities:

Leadership & Team Development

• Lead, coach, and develop a high-performing client operations team.

• Foster a culture of accountability, continuous learning, and operational excellence.

• Provide regular performance feedback, mentoring, and support to team members.

• Supervise daily operations, performance, attendance, payroll, and KPI alignment of assigned staff; drive engagement, coaching, and retention while ensuring compliance and collaboration across departments.

Client-Centric Operations

• Ensure each team delivers consistent, high-quality service aligned with client expectations and SLAs.

• Monitor and optimize daily workflows to ensure timely, accurate execution of client requests.

• Serve as an escalation point for complex client issues, ensuring swift resolution and clear communication.

• Deliver exceptional client experiences, manage onboarding, resolve issues, maintain strong relationships, identify growth opportunities, and proactively report client trends or risks to senior executives.

Business & Process Improvement

• Identify and implement process enhancements that improve efficiency and client satisfaction.

• Collaborate with cross-functional teams (sales, finance, product, etc.) to drive initiatives that support business growth.

• Analyze operational data to inform decision-making and track progress against KPIs.

Professionalism & Culture

• Model professional behavior and high ethical standards in every interaction.

• Promote a respectful, inclusive, and collaborative work environment.

• Lead by example in upholding company values and policies.

• Attends to any ad hoc tasks that may assigned from time to time

Job Requirements:

Education & Experience

• Bachelor’s degree in Business Administration, Operations Management, Management, or a related field.

• 7+ years of experience in operations, client services, account management, or a similar leadership role, preferably within a BPO, outsourcing, or service-driven environment.

• At least 5 years of experience in a people management or team leadership capacity.

• Proven experience managing teams, client accounts, and day-to-day operations in a fast-paced environment.

• Experience working with international clients or stakeholders is highly preferred.

Core Skills & Competencies

• Strong client relationship and stakeholder management skills, with the ability to build and maintain long-term client partnerships.

• Proven ability to lead, coach, mentor, and develop high-performing teams.

• Strong understanding of SLA and KPI management, performance monitoring, and operational reporting.

• Excellent problem-solving and decision-making skills, particularly in handling client escalations, and operational challenges.

• Strong business acumen with the ability to identify opportunities for process improvement, efficiency, and service enhancement.

• Data-driven mindset with the ability to analyse operational metrics and translate insights into actionable improvements.

• Strong organisational and time-management skills, with the ability to manage multiple priorities and deadlines.

• Excellent written and verbal English communication skills.

• Strong presentation, negotiation, and influencing skills.

• Proficient in Microsoft Office, particularly Excel, PowerPoint, and Outlook.

• Experience using CRM, workforce management, ticketing, or other operational management systems is an advantage.