Client Services Manager II

VBP; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Benefits offered by this job

HMO coverage

Dental & Optical benefits

2-week Christmas vacation

Electricity & Data subsidies

Educational assistance 25K

Training and equipment provided

Job summary

VBP is seeking a Client Services Manager (CSM II) to motivate, inspire and support a team of 20-24 members across diverse client engagements. You will mentor staff, manage attrition, and drive performance through regular reviews and development plans.

The role emphasizes coaching, leadership framework adoption, and ensuring service commitments align with contracts and SLAs, while fostering CSR and environmental initiatives.

Qualifications

• Proven supervision experience or similar leadership role.
• Excellent communication and leadership skills.
• Strong organizational, decision-making and time management abilities.
• Confidence with negotiation skills.
• Experience in managing performance.

Responsibilities

• Lead 20-24 team members across multiple client engagements.
• Manage attrition, absenteeism, and leave processes.
• Conduct progress reviews and co-create a career development plan with team members.
• Provide coaching and feedback to all team members.
• Track metrics to support retention and leadership development.
• Ensure delivery of service commitments per contract and SLAs.
• Lead client performance reviews and escalation discussions.
• Coordinate Training Needs Analysis with L&D and Client Experience Team.

Skills

Supervisory experience

Communication skills

Leadership

Organizational skills

Decision-making

Time management

Negotiation skills

Performance management

Job description

Overview of the Role

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

Major Responsibilities

• Leads 20-24 Team Members; 7-10 Client Engagements, across different lines of business/disciplines and or Special Project Team members

• Responsible for the management of attrition, absenteeism, and leave.

• Responsible for completing progress reviewsand co-creating a career development plan with team members.

• Responsible for effective Performance Development and Performance Management needs.

• Provides coaching and feedback to all team members.

• Effectively embeds leadership framework.

• Conducts regular touch base meetings and huddles with Team Members,identifyingimprovement 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 andis responsible foreach engagement.

• Supports andmonitorsthe success of new task transitions and team member promotions.

• Manages contributing factors to client churns and calls out challenges that will require correctiveactions

• Leads Client Performance Reviews and Escalations Discussions

• Lodges andis responsible forclient-initiated team member travel requests

• Tracks and manages key metrics to support Team Member development,managementand leadership, to ensure retention and development of Team Members

• Responsible for the delivery of service commitments to Client, based on the Client contract,SLAsand internal scorecards.

• Drives Team Member engagement with CSR Activities and Environmental Consciousness initiatives that supportacquiringandmaintainingB Corp certification; and

• Establishes and contributes to the creation of the VBP Knowledge Tool in collaboration with the Client Experience Team.

• Proven work experience as a supervisor or similar role

• Excellent communication and leadership skills

• Organisational, decision-making and time management skills

• Confidence and skillful negotiationskills

• Managing performance

• 500K per incident HMO coverage + Dental & Optical benefits

• 2-week paid Christmas vacation

• Electricity & Data subsidies

• 25K Educational Assistance

• Training and equipment will be provided

• Fixed Schedule of Mon-Fri from 7 AM to 4 PM