Client Services Manager (CSM) – Levera Solutions

Link Wealth Adviser Support; Angeles; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Work Life Balance

New Hire Welcome Merch

Friday Free Lunch

HMO Coverage (Upon 3rd Month)

Quarterly Team Building

Tenure Bonus

Referral Bonus

Company Christmas Gifts

Holiday Shutdown

Job summary

Levera Solutions in Angeles City, Pampanga seeks a Client Services Manager to lead client engagements and service delivery. You will manage day-to-day communications, KPI/SLA adherence, and coaching of Team Leaders for high-quality client outcomes.

The role requires 3–5 years in client services or operations, preferably in BPO or outsourcing, with a focus on client satisfaction and performance metrics. Onsite work schedule is Monday to Friday mornings.

Qualifications

• Minimum 3–5 years of experience in client services, customer success, account management, or operations.
• Experience with Australian clients or Western markets is highly preferred.
• Proven track record managing client accounts with performance metrics, reporting and SLAs.
• Experience handling escalations or team coordination in outsourcing or service delivery.

Responsibilities

• Acting as the primary point of contact for assigned clients, managing day-to-day communications and expectations and overall client satisfaction.
• Leading and managing service delivery performance by ensuring the team meets KPIs, SLAs, and client contractual requirements.
• Directly managing Team Leaders with guidance, coaching, and performance oversight including regular check-ins and leadership mentoring.
• Converting client requirements into clear, actionable operational instructions with alignment across Team Leaders and staff.
• Proactively identifying client risks, issues, and opportunities and recommending solutions that improve service quality.
• Managing escalations and resolving client concerns in a timely, professional, and solution-focused manner.
• Managing client engagement with regular check-ins and performance reviews, aligning staff to client expectations.
• Collaborating with Operations, Team Leaders, and HR for resource allocation and workforce readiness.
• Overseeing end-to-end client lifecycle from onboarding to offboarding.

Education

Bachelor’s degree in business administration

Bachelor’s degree in communications

Job description

Hiring: Client Services Manager (CSM) – Levera Solutions

Work Arrangement: Onsite [Angeles City, Pampanga]: Monday to Friday, 6:00 AM – 3:00 PM

About our Company:

Levera Solutions is an offshoring company based in Angeles City, Pampanga, specializing in administrative and support services for the Australian financial services industry. Our team is specifically trained in financial services operations and works closely with clients to provide reliable, efficient, and high-quality support tailored to their business needs. We are committed to delivering exceptional service while helping our clients streamline their operations and achieve their business goals.

About the Role:

A Client Services Manager (CSM) is responsible for:

• Acting as the primary point of contact for assigned clients, managing day-to-day communications and expectations and overall client satisfaction.

• Leading and managing service delivery performance by ensuring the team consistently meets KPIs, SLAs, and all client contractual requirements.

• Directly managing Team Leaders by providing guidance, coaching, and performance oversight. Supporting their professional development through regular check-ins, capability building, and leadership mentoring to ensure they effectively manage their teams.

• Converting client requirements into clear, actionable operational instructions, ensuring alignment across Team Leaders and staff members.

• Proactively identifying client impacting risks, issues, and opportunities, recommending solutions that enhance service quality and strengthen the client relationships.

• Managing escalations and resolving client concerns in a timely, professional, and solution-focused manner.

• Manage client engagement, ensuring regular check-ins and performance reviews, while aligning Team Leaders and staff to client expectations and supporting effective service delivery.

• Working closely with Operations, Team Leaders, and HR to ensure proper resource allocation, workforce readiness, and alignment with client needs.

• Oversee the end-to-end client lifecycle, including onboarding, handover, ongoing success management, performance reviews, growth initiatives, and offboarding.

Qualifications:

• Minimum 3–5 years of experience in client services, customer success, account management, or operations—preferably in BPO, outsourcing, or remote staffing.

• Experience working with Australian clients or Western markets highly preferred.

• Proven background managing client accounts with performance metrics, reporting, and service-level obligations.

• Experience handling escalations, performance challenges, or team coordination in an outsourcing or service delivery environment.

• Demonstrated success in improving client satisfaction, retention, or operational processes.

• Bachelor’s degree in business administration, Communications, Operations Management, or a related field preferred.

• Additional training in client management, project management, or customer experience is an advantage.

• Certifications in leadership, customer success, or operations (optional but desirable).

Benefits:

• Work Life Balance

• New Hire Welcome Merch

• Friday Free Lunch

• HMO Coverage (Upon 3rd Month)

• Quarterly Team Building

• Tenure Bonus

• Referral Bonus

• Company Christmas Gifts

• Holiday Shutdown