Operations Manager ( Makati)

Foundever Asia, Inc.; Philippines; On-site; PHP 400,000 - 650,000; Full time

Job summary

Foundever Asia, Inc. is seeking a responsive professional to support client contract management and account operations. You will assist the Senior Manager, Account Operations in driving client satisfaction, maintaining contracts, and coordinating between the client and internal teams.

The role covers pricing discussions, contract changes, performance reporting, and ensuring service levels are met. Strong communication and organizational skills are essential to align divisions and deliver

Responsibilities

• Assists the Senior Manager, Account Operations as a strategic driver for the client.
• Develops and maintains partnerships with clients to increase business and client satisfaction.
• Maintains client rapport and ensures contract and customer service satisfaction.
• Acts as the link between the company and the client.
• Keeps client contracts updated by documenting changes in scope and conducting period reviews.
• Supports pricing and contract negotiations and other cost issues.
• Reviews account performance against contract metrics and client expectations.
• Ensures contract documentation and information are up to date and files are maintained.
• Delivers complete, accurate, timely, and professional performance reporting.
• Communicates contract requirements including service levels, talk times, handle times, response time, escalations, and quality metrics.
• Leads client communications in matters of support center performance reporting, billing, systems, staffing, product development, and complaints.
• Communicates via telephone, e-mail, letter, fax, meetings, presentations, and site visits in a professional manner.
• Oversees end-to-end account operations and ensures programs are implemented successfully.
• Liaises with implementation and support services teams to meet client requirements and satisfaction.
• Escalates client complaints and issues when necessary and takes appropriate action.
• Ensures divisions are synergized and aligned.
• Designs and manages quality and productivity programs with the Senior Account Manager.
• Maintains a systematic, standardized, and updated process across all divisions.
• Motivates the team to maintain acceptable productivity levels.
• Participates in seminars and training for Account Supervisors and Team Leads.

Skills

Client communication

Contract management

Pricing negotiations

Performance reporting

Continuous improvement

Team coordination

Job description

Job Description

Client Contract and Communication

• Assists the Senior Manager, Account Operations as a strategic driver for the client
• Assists the Senior Manager, Account Operations in developing and maintaining partnerships with clients to

increase business and client satisfaction

• Develop and maintain client rapport and complete satisfaction with contract and customer services.
• Functions as link between company and client
• Assists the Senior Manager, Account Operations in maintaining updated client contracts by documenting

changes in scope and conduction period reviews

• Assists the Senior Account Manager in dealing with pricing and contract negotiations and other cost issues

that pertain to the operations in general.

• Directly accountable for and routinely reviews account’s performance against contract metrics and client

expectation. Assures that contract documentation and information is up to date and files are maintained.

• Provides client complete, accurate, timely, and professional performance reporting as required. Assures that

contract requirements including service levels, talk times, handle times, response time, escalations, quality

sat scores, etc. are routinely conveyed and understood by team members.

• Assists and/or provides the lead role in client communications in matters of support center performance

reporting, billing, systems, staffing, product development, and complaints. Communications, including

telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are expected to be

thorough, professional, and polished at all times. Is accountable for the information conveyed to clients and

responsible for distribution to internal management, Sales and staff of key information received.

Account Operations

• Implements business operation and service solutions utilizing the continuous improvement process
• Liaises with the implementation team where appropriate. Ensures effective implementation of all programs

under the end-to-end requirement of the client.

• Liaises with the support services team where appropriate. Ensures delivery of account reqt’ts for better job

satisfaction and support.

• Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the

appropriate action when necessary.

• Oversees the conduct of the whole operations in order to ensure that all divisions are synergized and

aligned.

• Manages and designs quality and productivity programs for the division, together with the Senior Account
• Manager, in order to build awareness among its team members under the light of continuous improvement.
• Accounts for a systematic, standardized, and updated process across all division.
• Supervises and motivates the team to ensure an acceptable level of productivity.
• Attends seminars and conferences and does waterfall training to Account Supervisors and or Team Leads.
• Assists the Senior Account Manager in developing and planning for improvement programs for all staff

levels.

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, sexuality, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.