Operations & Client Success Partner

Eastvantage Business Solutions Inc.; Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Eastvantage Business Solutions Inc. in Taguig City, Philippines, is seeking a dynamic Business Partner (Operations) to collaborate across teams, lead initiatives, and drive business success.

This hybrid role focuses on steering support teams, improving processes, and delivering client-focused solutions. You will oversee day-to-day operations, analyze performance, and build strong client relationships while ensuring adherence to SOPs and quality standards.

Qualifications

• 4-5 years of experience leading a team or managing a customer support group.
• Proven experience managing omni-channel support operations.
• Strong analytical skills: ability to export, create, interpret, and present reports and insights.
• Demonstrated competence in performance management, people management, and coaching.
• Excellent stakeholder management skills, with experience handling client-facing responsibilities.
• Proficient communication skills - verbal and written.
• Strong problem-solving abilities and a proactive approach to finding solutions.
• Ability to manage multiple priorities and deliver results under minimal supervision.

Responsibilities

• Lead, mentor, and develop a team of support specialists handling omni-channel customer interactions (email, chat, social, voice, etc.).
• Manage team performance metrics including quality, productivity, timeliness, and customer satisfaction.
• Conduct regular coaching, feedback sessions, and performance evaluations.
• Foster a positive, accountable, and collaborative team culture.
• Ensure adherence to processes, SOPs, and quality standards.
• Oversee day-to-day operations of the support teams, ensuring SLAs and KPIs are consistently met.
• Create, export, and analyze operational reports to identify trends, gaps, and opportunities for improvement.
• Implement process improvements to optimize efficiency and customer and client experience.
• Provide solutions to operational challenges, escalating complex issues when necessary.
• Serve as the primary point of contact for clients and stakeholders.
• Build and maintain strong, long-term client relationships, ensuring trust and alignment.
• Understand client requirements, translate needs into actionable plans, and deliver tailored solutions.
• Conduct regular business reviews and client check-ins.
• Prepare and present performance reports, insights, and improvement strategies to clients and internal leadership.
• Review and approve invoices and account charges, ensuring accuracy and compliance with agreed rates.
• Monitor overall account health, identifying risks and opportunities for growth or optimization.
• Address client concerns promptly and professionally to ensure satisfaction and retention.
• Collaborate with cross-functional teams to support product updates, new initiatives, and service enhancements.
• Ensure operations remain aligned with client brand standards and evolving customer expectations.

Skills

Leadership

Omni-channel

Analytical

Performance management

Stakeholder management

Communication

Problem-solving

Prioritization

Tools

CRM systems

HR management software

Job description

Eastvantage Business Solutions Inc. in Taguig City, Philippines, is seeking a dynamic Business Partner (Operations) to collaborate across teams, lead initiatives, and drive business success.

This hybrid role focuses on steering support teams, improving processes, and delivering client-focused solutions. You will oversee day-to-day operations, analyze performance, and build strong client relationships while ensuring adherence to SOPs and quality standards.