Senior Director, Strategic Client Services

ibex; Philippines; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Job summary

The Associate Director of Client Services at ibex oversees strategic relationships with assigned fintech clients, ensuring successful delivery, growth, profitability, and high client satisfaction. This role supports multiple high-growth clients and leads governance, engagement, and expansion initiatives.

Ideal candidates bring deep BPO/client services experience, cross-functional leadership, and a track record of driving revenue growth, with willingness to work a hybrid schedule and travel to

Qualifications

• Bachelor's/College Degree or higher in business-related field.
• Strong client services and account management orientation at a senior level.
• 8+ years in BPO/call center environments with at least 2 years in a Sr. Manager role or above.
• 2–5 years in Client Services or account management.
• Experience handling diverse client portfolios in fintech/banking/financial services.
• Experience invoicing, financial reporting, budgets, or profitability.
• Advanced MS Office skills; PowerPoint and Excel preferred.
• Excellent verbal and written communication.
• Strong problem-solving and negotiation skills.
• Customer service orientation.
• Willing to hybrid work (1x per week) and travel to the U.S. as needed.
• Amenable to working at ibex Shaw site in Metro Manila.
• Night shift alignment with U.S. business hours.

Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned clients.
• Build strong client relationships while ensuring commitments, SLAs, and business objectives.
• Lead regular business reviews, governance meetings, and executive presentations.
• Partner with Operations, Workforce Management, Quality, Training, Talent Acquisition, Finance, and other teams.
• Identify risks, client concerns, and growth opportunities, driving resolution and action plans.
• Manage client requests and initiatives using structured project management (deliverables, timelines, owners).
• Support new client implementations and program launches.
• Ensure accurate invoicing and collaborate with Finance on financials.
• Monitor account profitability and revenue opportunities.
• Develop continuous improvement initiatives to raise client satisfaction and performance.
• Prepare and distribute client performance reports and executive insights.
• Act as escalation point and drive cross-functional resolutions.
• Host client site visits and build trust with client stakeholders.

Skills

Client relations

Account management

Executive communication

Problem solving

Negotiation

Customer service orientation

MS Office (PowerPoint & Excel)

Travel readiness

Education

Bachelor's degree or higher

Tools

PowerPoint

Excel

CRM tools

Job description

The Associate Director of Client Services at ibex oversees strategic relationships with assigned fintech clients, ensuring successful delivery, growth, profitability, and high client satisfaction. This role supports multiple high-growth clients and leads governance, engagement, and expansion initiatives.

Ideal candidates bring deep BPO/client services experience, cross-functional leadership, and a track record of driving revenue growth, with willingness to work a hybrid schedule and travel to