Client Service Leader (Account Manager)

MicroSourcing International; Manila; On-site; PHP 1,200,000 - 2,100,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing in Manila is seeking a Client Service Leader (Account Manager) for onsite, shifting work. You will oversee client delivery, manage day-to-day relationships, and coordinate with offshore teams to ensure service levels. Strong English and leadership experience are essential.

The role emphasizes KPI tracking, stakeholder communication, and opportunities for account growth within a fast-paced BPO environment.

Qualifications

• Strong English and communication skills, both written and verbal.
• 2+ years of experience in a leadership role.
• Experience in BPO account management or enterprise client success is a strong advantage.

Responsibilities

• Client & Delivery Oversight: Serve as the primary point of contact for assigned clients, managing day-to-day relationships, aligning service delivery with contractual expectations, and resolving escalations or SLA breaches.
• Operational Management: Coordinate with the client regarding offshore team status, monitor attendance and schedules, coach, take corrective actions, and provide daily operational support.
• Performance & Reporting: Implement and monitor KPIs and prepare statistical reports for operations planning and management decisions.
• Commercial & Account Growth: Identify retention and growth opportunities, gather client feedback, and assist in account planning for health and profitability.
• People Leadership & Cross-Functional Collaboration: Partner with HR, Talent Acquisition, and Shared Services to drive engagement and performance.
• Information & Compliance: Disseminate updates, enforce policies, and carry out other duties as assigned.

Skills

Leadership

Executive presence

Client management

Job description

Position: Client Service Leader (Account Manager)
Location: Manila
Work Setup & Shift: Onsite, Shifting

Why Join MicroSourcing?

You’ll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off with cash conversion, group life insurance, and performance bonuses*
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Key Responsibilities

• Client & Delivery Oversight: Serve as the primary point of contact for assigned clients, managing day‑to‑day relationships, actively aligning service delivery with contractual expectations, and swiftly resolving escalations or SLA breaches.
• Operational Management: Regularly coordinate with the client regarding offshore team status, monitor daily attendance/schedules, conduct coaching sessions, issue corrective actions, and provide day‑to‑day operational support.
• Performance & Reporting: Implement and monitor KPIs set by the client or MS, and prepare/maintain statistical reports for operations planning and management decisions.
• Commercial & Account Growth: Identify retention and growth opportunities within existing client accounts, gather client feedback, and consult on account planning to ensure account health and profitability.
• People Leadership & Cross‑Functional Collaboration: Partner closely with embedded HR, Talent Acquisition, and Shared Services teams to drive employee engagement, maintain performance standards, and resolve minor client and staff issues.
• Information & Compliance: Disseminate company updates, enforce client and MS policies, and carry out all other duties as assigned.

What You Need

Non-negotiables:

• -Strong English and communication skills, both written and verbal (REQUIRED).
• -2+ Year of experience in a leadership role.

Preferred Competencies:

• Executive Presence & Relationship Depth: Ability to confidently engage client executives, navigate stakeholder structures, build trust, and manage client expectations with transparency.
• Business Acumen & Ownership: Strong focus on operational outcomes, top‑line growth, and taking extreme ownership of client and team resolution processes.
• 5+ Years Experience: BPO account management, enterprise client success, or complex B2B relationship management background is a strong advantage.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply