Client Services Manager

Virtual Business Partners Pty. Ltd.; Cebu City; On-site; PHP 520,000 - 680,000; Full time

Benefits offered by this job

500K per incident HMO coverage + Dental & Optical benefits

2-week paid Christmas vacation

25K Educational Assistance

Training and equipment provided

Fixed Schedule Mon-Fri from 7 AM to 4 PM

Fixed schedule Mon-Fri

Job summary

A client-focused business solutions provider is seeking a Client Services Manager in Cebu City. The CSM will motivate and support team members while ensuring excellent client outcomes. Responsibilities include managing client expectations, conducting team meetings, and leading performance reviews. Candidates should possess strong communication and leadership skills along with relevant experience. The position offers competitive benefits including HMO coverage and educational assistance.

Qualifications

• Graduate from any four-year course or at least 2 years in college.
• Proven work experience as a supervisor or in a similar role.
• At least 2 years of working experience.

Responsibilities

• Collaborates with the Vibe Team and People & Culture teams for engagement activities.
• Manages attrition, absenteeism, and leave.
• Conducts regular meetings with Team Members for improvement.
• Serves as the first point of contact for Clients.
• Leads Client Performance Reviews and Escalation Discussions.
• Serve as the first point of contact for clients and engagements.
• Monitor success of new task transitions and team promotions.
• Manage client expectations and delivery integrity.
• Identify factors contributing to client churn and address challenges.
• Lead Client Performance Reviews and escalate as needed.

Skills

Excellent communication

Leadership skills

Organizational skills

Decision-making skills

Time management skills

Negotiation skills

Education

Bachelor's degree or 2 years in college

Job description

Overview of the Role

The purpose of the Client Services Manager (CSM) is to motivate, inspire, and support the team members. The CSM encourages, nurtures, mentors, and ensures that the team members are set up for success to provide great outcomes for VBP’s clients. The CSM supports the ability to conduct operations to the highest standards without being operationally technical themselves.

Main Duties

• Collaborates with Vibe Team and the broader People & Culture teams to run Engagement activities;
• Responsible for the management of attrition, absenteeism, and leave.
• Responsible for effective Performance Development and Performance Management needs;
• Conducts regular touch base meetings and huddles with Team Members, identifying improvement areas and highlighting achievements; and
• Conducts and reports Training Needs Analysis in collaboration with L&D and Client Experience Team.
• Serves as the first point of contact for Clients and is responsible for each engagement.
• Supports and monitors the success of new task transitions and team member promotions;
• Manages client expectations and sets the engagement up for success by ensuring the integrity of the delivery capabilities.
• Manages contributing factors to client churns and calls out challenges that will require corrective actions;
• Leads Client Performance Reviews and Escalations Discussions in collaboration with the SRM Team

Qualifications

• A graduate from any four (4) year course; or
• At least 2 years in college with any bachelor’s degree, with at least two (2) years of working experience
• Proven work experience as a supervisor or similar role;
• Excellent communication and leadership skills;
• Organizational, decision-making making and time management skills;
• Confidence and skillful negotiation skills

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits
• 2-week paid Christmas vacation
• 25K Educational Assistance
• Training and equipment will be provided
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM