Client Operations Manager — Contracts & Performance

Foundever Asia, Inc.; Philippines; On-site; PHP 400,000 - 650,000; Full time

Job summary

Foundever Asia, Inc. is seeking a responsive professional to support client contract management and account operations. You will assist the Senior Manager, Account Operations in driving client satisfaction, maintaining contracts, and coordinating between the client and internal teams.

The role covers pricing discussions, contract changes, performance reporting, and ensuring service levels are met. Strong communication and organizational skills are essential to align divisions and deliver

Responsibilities

• Assists the Senior Manager, Account Operations as a strategic driver for the client.
• Develops and maintains partnerships with clients to increase business and client satisfaction.
• Maintains client rapport and ensures contract and customer service satisfaction.
• Acts as the link between the company and the client.
• Keeps client contracts updated by documenting changes in scope and conducting period reviews.
• Supports pricing and contract negotiations and other cost issues.
• Reviews account performance against contract metrics and client expectations.
• Ensures contract documentation and information are up to date and files are maintained.
• Delivers complete, accurate, timely, and professional performance reporting.
• Communicates contract requirements including service levels, talk times, handle times, response time, escalations, and quality metrics.
• Leads client communications in matters of support center performance reporting, billing, systems, staffing, product development, and complaints.
• Communicates via telephone, e-mail, letter, fax, meetings, presentations, and site visits in a professional manner.
• Oversees end-to-end account operations and ensures programs are implemented successfully.
• Liaises with implementation and support services teams to meet client requirements and satisfaction.
• Escalates client complaints and issues when necessary and takes appropriate action.
• Ensures divisions are synergized and aligned.
• Designs and manages quality and productivity programs with the Senior Account Manager.
• Maintains a systematic, standardized, and updated process across all divisions.
• Motivates the team to maintain acceptable productivity levels.
• Participates in seminars and training for Account Supervisors and Team Leads.

Skills

Client communication

Contract management

Pricing negotiations

Performance reporting

Continuous improvement

Team coordination

Job description

Foundever Asia, Inc. is seeking a responsive professional to support client contract management and account operations. You will assist the Senior Manager, Account Operations in driving client satisfaction, maintaining contracts, and coordinating between the client and internal teams.

The role covers pricing discussions, contract changes, performance reporting, and ensuring service levels are met. Strong communication and organizational skills are essential to align divisions and deliver