Client Services Manager II

VBP Back Office Solutions Inc.; Cebu City, Hinoba-an; On-site; PHP 558,000 - 781,000; Full time

Benefits offered by this job

HMO coverage 500K per incident +Dental

Optical benefits

2-week paid Christmas vacation

Electricity & Data subsidies

Educational assistance 25K

Training and equipment provided

Fixed schedule Mon-Fri 7 AM to 4 PM

Job summary

VBP Back Office Solutions Inc. is seeking a Client Services Manager (CSM II) in Cebu to motivate, inspire, and support a 20-24 member team across client engagements.

The role focuses on coaching, performance management, and maintaining service standards in line with client contracts and SLAs. The CSM II will lead regular team touchpoints, drive career development plans, monitor metrics for retention, and coordinate with L&D to support training and client initiatives.

Qualifications

• Proven work experience as a supervisor or similar role.
• Excellent communication and leadership skills.
• Strong organisational, decision-making and time management skills.
• Confidence and skillful negotiation skills.
• Experience managing performance.

Responsibilities

• Leads 20-24 team members and coordinates 7-10 client engagements across diverse lines of business.
• Manages attrition, absenteeism, and leave; ensures timely progress reviews and career development plans.
• Delivers performance development and performance management; provides coaching and feedback.
• Drives leadership framework adoption and conducts regular touch-base meetings and huddles with team members.
• Reports Training Needs Analysis with L&D and Client Experience Team; serves as first point of contact for clients.

Skills

Supervisory experience

Excellent communication

Leadership

Organisational skills

Time management

Decision-making

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