Client Services Manager

Believe Resourcing; Sandton; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A global leader in the BPO sector is seeking a Project Manager to oversee projects from ideation to completion. The role involves managing multiple client accounts, ensuring satisfaction and revenue growth, while collaborating closely with the operations team to meet KPIs. Candidates should have a Project Management qualification and 2-3+ years of relevant experience, particularly within a BPO context.

Qualifications

• 2-3+ years of onboarding, project planning, and client management experience.
• Experience in a BPO environment with international clients.
• Strong leadership skills and high emotional intelligence.

Responsibilities

• Lead project planning sessions for onboarding new clients.
• Manage project progress and adapt work as required.
• Oversee all project documentation and conduct project reviews.

Skills

Organizational skills

Client management

Problem-solving

Communication

Leadership

Education

Project Management Diploma or Degree

Job description

A global leader in the BPO sector offering world-class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and Technology.

About The Role :

You will be responsible for planning, overseeing, and leading projects from ideation through to completion. Oversee all aspects of projects, set deadlines, assign duties, monitor, and report on the progress of the project. Prepare reports for upper management regarding the project status. Manage multiple client accounts to ensure client satisfaction, retention, and revenue growth.

Work closely with the operations team to ensure KPIs are met by providing solutions and collaborating effectively. Lead client relationships through escalations, invoicing, control policies, rate adjustments, WBRs, MBRs, QBRs, and provide feedback via action lists. Demonstrate a solutions-oriented approach with proven client management skills. Think creatively to solve problems, paying close attention to detail and maintaining speedy communication.

Responsibilities :

• Lead project planning sessions for onboarding new clients.
• Coordinate staff and internal resources.
• Manage project progress and adapt work as required.
• Oversee all project documentation.
• Conduct project reviews and create detailed reports for executive staff.
• Optimize and improve processes and overall approach as needed.
• Manage high-pressure situations effectively.
• Handle multiple project elements simultaneously.
• Serve as a solutions architect for clients.
• Think creatively and laterally to solve problems.
• Develop and manage senior-level relationships efficiently.

Collaborate with the Operations Team to assist in decision-making and problem-solving. Track KPIs and generate reports.

Experience and Qualifications :

• Project Management Diploma or Degree (advantageous).
• Exceptional organizational skills and structure.
• 2-3+ years of onboarding, project planning, transitions, and client management experience.
• Experience working within a BPO and with international clients.
• Proven ability to manage multiple projects simultaneously.
• In-depth knowledge of international BPOs and operational processes.
• Strong leadership skills and high emotional intelligence.
• Outstanding written and verbal communication skills.
• Comfortable working in a fast-paced, hyper-growth environment.