Senior Manager Client Services

Ibex Limited; Manila; Hybrid; PHP 1,000,000 - 1,600,000; Full time

Job summary

Ibex Limited is seeking a Sr. Client Services Manager to lead client relationships and drive profitable operations across programs. The role serves as the primary client contact and is accountable for meeting client objectives, managing expectations, and delivering value-added solutions.

You will work with senior leadership to shape operating strategy, improve profitability, and ensure delivery quality. A strong background in client services, operations, and BPO is essential.

Qualifications

• Associate or bachelor's degree required.
• 2-3 years of experience in client services management at managerial or senior manager level.
• Proven track record in program management across multiple teams, products and services.
• Strong operations background and extensive customer service experience, with understanding of BPO operations.
• Excellent organization and ability to manage changing priorities.
• Strong interpersonal and communication skills for high-level client interactions.

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.
• Contributes to senior management in developing operating strategy and profitability; drives process improvements.
• Ensures client needs are met to improve customer satisfaction and profitability.
• Manages compilation and distribution of information and reports to stakeholders.
• Identifies and implements continuous improvement initiatives.
• Provides real time solutions to increase productivity/efficiency.
• Collaborates with BU heads to achieve business objectives.
• Performs related duties as assigned by the VP of Client Services.

Skills

Client Services Management

Program management

Operations background

Customer Service

BPO understanding

Stakeholder communication

Education

Associate/Bachelor's Degree

Job description

Overview

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