Job Description

As a critical member of our senior leadership team, you will be responsible for ensuring the delivery of high-quality services, efficient resource management, effective issue resolution, and oversight on compliance and audit. You will play a key role in driving continuous improvement and automation across all areas of accounts, while also managing a team of account leaders.           

KEY RESPONSIBILITIES 

You will: 

• Delivery Management
• Lead a group of accounts, ensuring optimal service delivery performance and efficient resource management
• Responsible for delivery of services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives.
• Collaborate with internal stakeholders and external partners to ensure successful account delivery
• People Management
• Responsible for providing direction to multiple managers, and high-level direction to delivery employees.
• Develop and execute succession plans to ensure smooth leadership transitions
• Implement strategies to prevent attrition and improve employee retention
• Foster a positive and inclusive work environment
• Continuous Improvement and Automation
• Develop and implement improvement efforts on all areas of the account based on specific priorities and action plans
• Achieve Continuous Improvement (CI) targets and ensure accountability
• Collaborate with account teams and stakeholders to identify and implement automation or transformation opportunities
• Critical Issue Resolution (Crit Sit)
• Lead the resolution of critical issues affecting account performance or client satisfaction
• Coordinate with account teams, internal stakeholders, and external partners to resolve issues
• Develop and implement corrective actions to prevent recurrence
• Compliance and Audit (internal and external)
• Ensure compliance with company's policies, procedures, and regulatory requirements
• Identify and mitigate potential compliance risks
• Collaborate with internal and external auditors to ensure successful audit outcomes

QUALIFICATIONS

• Bachelor’s degree
• At least minimum 15 years in service of experience in a BPO, preferably managing multi-client environment.
  • Client Services Manager: someone who has managed a SOW/project
  • Business Development: someone who managed a portfolio of clients/accounts; also, someone who had experience winning/implementing new deals
• Strong background in HR Process (EDM, Compensation & Benefits, Payroll) with hard-core HR service delivery in a client external facing capacity

Location: Eastwood City Libis/UP Ayala Techno hub

Work Set-up: 5 days onsite | Night Shift/Rotation

Schedule: Monday to Friday