Senior Manager Client Services

ibex; Mandaluyong; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

ibex is seeking a Sr. Client Services Manager to be the primary point of contact for the Client and ensure the successful and profitable operation of all programs per the SOW.

You will meet client and company objectives, manage client expectations, and drive financial targets while delivering cost-effective, high-quality solutions. Collaborate with BU heads and senior management to improve profitability and customer satisfaction; oversee reporting and continuous improvement initiatives and

Qualifications

• Associate or Bachelor's degree required.
• 2–3 years in client services management at a managerial or senior level.
• Proven program management across multiple teams and services.
• Strong operations background and BPO experience.
• Excellent organization, communication, and problem-solving skills.
• Ability to present to high-level client contacts.

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.
• 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

Operations management

Organization skills

Interpersonal skills

Communication

Business acumen

Executive presentation

Client relations

Problem solving

Education

Associate/Bachelor’s Degree

Job description

The Sr. Client Services Manager will serve as the primary point of contact for the Client and is responsible for the successful and profitable operation of all programs assigned including management of Client expectations and goals as stated in the SOW.

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.
• 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

• With Associate/Bachelor’s Degree
• At least 2-3 years of experience with Client Services Management in a Managerial or Senior Manager capacity.
• Excellent track record in program management involving multiple teams, multiple products, and multiple services areas.
• Strong operations background
• 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.
• Ability to present to high-level client contacts
• Knowledgeable of changing technology
• Exemplary communication skills and strong business acumen to understand the business strategies