Client Services & Delivery Manager (Remote | Outsourcing / BPO Accounts)

Private Advertiser; Metro Manila; Remote; PHP 800,000 - 1,000,000; Full time

Job summary

A leading outsourcing company in Metro Manila is seeking a Client Services & Delivery Manager. This role involves managing client relationships and ensuring effective service delivery for remote teams. The ideal candidate will have experience in client services within the outsourcing industry and possess strong leadership and communication skills. This position offers a permanent work-from-home arrangement with competitive benefits.

Benefits

Permanent work-from-home

Paid leaves

HMO coverage for you + 1 dependent

Qualifications

• Solid experience in client services or account management in the outsourcing/BPO industry.
• Strong leadership experience in managing remote teams.
• Excellent English communication and interpersonal skills.

Responsibilities

• Act as the main point of contact for assigned clients.
• Monitor quality of service delivery and ensure KPIs are achieved.
• Support and guide remote staff assigned to your accounts.

Skills

Client services experience

Leadership skills

Excellent English communication

Problem-solving skills

Proficiency in Microsoft Excel, Word, Outlook, and Teams

Job description

Client Services & Delivery Manager (Remote | Outsourcing / BPO Accounts)

Work from home permanently and make an impact in a people-first outsourcing environment.

We are looking for a Client Services & Delivery Manager who will take the lead in managing client relationships and ensuring smooth service delivery for assigned outsourced teams.

This is a strategic role that blends client success, performance management, and employee support, perfect for someone who excels in both people leadership and client-facing responsibilities.

Role Overview

As a Client Services & Delivery Manager, you will serve as the primary liaison for clients, ensuring their outsourced teams are performing effectively and aligned with business goals. You’ll work closely with employees, support their development, and foster a high-quality service delivery experience end-to-end.

Key Responsibilities

Client Management & Success

• Act as the main point of contact for assigned clients, building strong, long-term relationships.

• Understand client goals, workflows, and expectations to ensure successful outsourcing performance.

• Conduct regular client check-ins, business reviews, and service performance discussions.

• Proactively address client concerns with urgency and professionalism.

Service Delivery & Operations

• Monitor quality of service delivery and ensure KPIs and SLAs are consistently achieved.

• Coordinate with cross-functional teams to ensure smooth operations and timely issue resolution.

• Review workflows and processes to propose improvements that enhance client satisfaction.

Employee Support & Performance

• Support and guide remote staff assigned to your accounts, ensuring they feel supported and engaged.

• Provide coaching, mentoring, and feedback to help staff achieve performance goals.

• Monitor attendance, productivity, and overall performance, taking action where needed.

• Facilitate training sessions or briefings to strengthen skills and alignment with client needs.

Continuous Improvement & Documentation

• Participate in process improvement initiatives related to service delivery, communication, and client satisfaction.

• Maintain accurate documentation of discussions, updates, and action items related to both client and staff management.

Qualifications

• Solid experience in client services, service delivery, account management, or similar roles within the outsourcing/BPO industry.

• Strong leadership experience in managing remote teams or handling employee performance.

• Excellent English communication and interpersonal skills.

• Client-first mindset and the ability to anticipate needs before they arise.

• Strong problem-solving approach, with a calm and empathetic communication style.

• Proficiency in Microsoft Excel, Word, Outlook, and Teams.

What We Offer

• 100% permanent work-from-home

• Full-time, long-term opportunity

• Paid leaves + Leave Encashment

• HMO coverage for you + 1 dependent

• Monday to Friday, day shift