Sr. Client Services Manager

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. seeks a Sr. Client Services Manager to act as the primary liaison for the Client and ensure profitable operation of all programs per SOW.

The role requires managing client expectations, coordinating multiple teams, and driving performance across services areas. The ideal candidate has 2–3 years in client services management, with a strong operations background, excellent communication, and a proven track record in delivering cost-effective, high-quality

Qualifications

• Bachelor's degree required.
• 2–3 years in client services management (managerial or senior manager level).
• Strong track record in program management across multiple teams/products/services.
• Solid operations background and understanding of BPO operations.

Responsibilities

• Serve as the primary point of contact for the Client and ensure successful, profitable operation of all programs per SOW.
• Meet client and company objectives and respond to client concerns.
• Ensure financial targets are achieved and drive profitability.
• Collaborate with clients to deliver cost effective, value-added solutions.
• Contribute to senior management in developing operating strategy and profitability.
• Improve customer satisfaction through proactive process enhancements.
• Distribute accurate information and reports to stakeholders.
• Identify and implement continuous improvement initiatives.
• Provide real-time solutions to boost productivity and efficiency.
• Coordinate with BU heads to achieve business objectives.

Skills

Client services management

Program management

Operations background

Customer service

BPO operations

Interpersonal skills

Communication

Conflict resolution

Presentation

Business acumen

Education

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.

Requirements:

• 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