Senior Client Services Manager | Bohol 1 | Pooling

IBEX; Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

IBEX in the Philippines seeks a Senior Manager for Client Services to lead the operational support and strategic delivery of PH-based accounts. You will drive performance excellence, foster strong client relationships and deliver revenue growth.

The role partners with clients and internal teams to ensure service quality, identify opportunities for innovation and efficiency, and expand account scope. You will guide teams, provide executive reporting, and help shape operating strategy for

Qualifications

• At least 5 years of experience in client services management.
• Proven program management across multiple teams and products.
• Strong operations background and ability to prioritize requests.

Responsibilities

• Meets client and company objectives
• Serves as point of contact for all client concerns
• Ensures that financial targets are achieved
• Proactively partner with clients to deliver cost effective, value added, quality solutions
• Strong contributor to the senior management team in developing operating strategy, overall profitability and ensuring process improvements for the business unit
• Ensure that client needs are met in a way that improves customer satisfaction and increases profitability
• Manages the accurate compilation and distribution of information and reports to identified stakeholders
• Identifies and implements continuous improvement initiatives
• Provide and implements real time solutions to the business that result in increased productivity/efficiency
• Identifying opportunities for account growth, retention, and cross-functional collaboration
• Coordinating with internal teams (operations, sales, finance, and support) to ensure seamless service delivery
• Conducting business reviews and presenting performance updates to clients and leadership
• Developing and implementing strategies to improve client engagement, service quality and operational efficiency
• Ensuring compliance with company policies, contractual obligations and service-level agreements (SLAs)
• Work with BU heads to achieve the overall objective of the Business
• Performs other related duties and assignments as required and as assigned by the VP of Client Services

Skills

Client Services Management

Program management

Operations background

PowerPoint presentations

Executive-level meetings

Education

Bachelor’s Degree

Tools

Smartsheet

ClickUp

Job description

Senior Manager for Client Services will lead and manage the operational support and strategic delivery of our PH-based accounts. This role will be instrumental in driving performance excellence, fostering strong client relationships and delivering revenue growth. The Senior Manager will partner closely with clients and internal teams to ensure service delivery meets and exceeds expectations while identifying opportunities for innovation, efficiency and account expansion.

Responsibilities

• Meets client and company objectives
• Serves as point of contact for all client concerns
• Ensures that financial targets are achieved
• Proactively partner with clients to deliver cost effective, value added, quality solutions
• Strong contributor to the senior management team in developing operating strategy, overall profitability and ensuring process improvements for the business unit
• Ensure that client needs are met in a way that improves customer satisfaction and increases profitability
• Manages the accurate compilation and distribution of information and reports to identified stakeholders
• Identifies and implements continuous improvement initiatives
• Provide and implements real time solutions to the business that result in increased productivity/efficiency
• Identifying opportunities for account growth, retention, and cross-functional collaboration
• Coordinating with internal teams (operations, sales, finance, and support) to ensure seamless service delivery
• Conducting business reviews and presenting performance updates to clients and leadership
• Developing and implementing strategies to improve client engagement, service quality and operational efficiency
• Ensuring compliance with company policies, contractual obligations and service-level agreements (SLAs)
• Work with BU heads to achieve the overall objective of the Business
• Performs other related duties and assignments as required and as assigned by the VP of Client Services

Qualifications

• Bachelor’s Degree
• At least 5 years of experience with Client Services Management
• Excellent track record in program management involving multiple teams, multiple products, and multiple services areas
• Strong operations background
• Ability to intake multiple requests and prioritize
• Experience with tracking projects/tasks using project management software such as Smartsheet, ClickUp, etc
• Extensive experience in Customer Service and understanding of BPO operations
• Excellent organization skills and ability to manage multiple and changing priorities
• Excellent interpersonal and customer interaction skills to include communications, presentation and conflict resolution skills
• Experience building PowerPoint presentations and presenting to executive level meetings
• Knowledgeable of changing technology
• Exemplary communication skills and strong business acumen to understand the business strategies