Client Services Manager - Finance, Billing & SOW Ops

Gratitude Philippines; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Gratitude Philippines seeks a seasoned Client Services Manager to lead a high-performing CS team in a BPO setting. You will coach staff, monitor KPIs, and drive QA and compliance across client accounts.

The role focuses on Finance & Billing operations and SOW management, requiring strong stakeholder skills and shift flexibility. Join a dynamic team where collaboration with department heads ensures optimized workflows and policy implementations while maintaining top-tier client service and

Qualifications

• 3+ years as CS Manager in a BPO environment.
• 1–2 years of contact center supervisory experience.
• Strong people management, coaching and team development skills.
• Excellent communication, problem-solving and stakeholder management abilities.
• Experience with contact center metrics, QA, reporting tools and compliance.
• Proven experience in Finance and Billing Operations and in client services/account management.
• Experience reviewing, interpreting, and managing SOWs.

Responsibilities

• Manage a team of customer service representatives with coaching and performance feedback.
• Monitor and analyze team and individual performance metrics to identify improvement areas.
• Implement quality assurance processes and provide feedback to drive operational excellence.
• Collaborate with department heads to optimize workflows and implement new policies or procedures.
• Foster a positive, motivating environment to support staff engagement and retention.
• Identify operational issues and escalate to senior management as needed.
• Ensure compliance with client requirements, contractual obligations and internal policies.

Skills

People management

Coaching

Team development

Communication

Problem-solving

Stakeholder management

Contact center metrics

Reporting tools

QA & compliance

Finance & billing operations

Client services management

Account management

SOW management

Financial/billing processes

Shift scheduling

Job description

Gratitude Philippines seeks a seasoned Client Services Manager to lead a high-performing CS team in a BPO setting. You will coach staff, monitor KPIs, and drive QA and compliance across client accounts.

The role focuses on Finance & Billing operations and SOW management, requiring strong stakeholder skills and shift flexibility. Join a dynamic team where collaboration with department heads ensures optimized workflows and policy implementations while maintaining top-tier client service and