We are seeking a highly experienced Operations Manager with a strong focus on client relationship management, account management, and service delivery within the BPO industry.
The ideal candidate will serve as the primary point of contact for assigned clients, ensuring strong business relationships, consistent service delivery, and alignment between client expectations and operational performance.
This role requires a strategic, client-facing professional who can manage stakeholder relationships, oversee account performance, resolve escalations, and identify opportunities for account growth and long-term partnerships.
Key Responsibilities
Client Relationship & Account Management
- Serve as the primary point of contact for assigned local and international clients.
- Build and maintain strong relationships with key client stakeholders and decision-makers.
- Conduct regular business reviews, performance meetings, and strategic discussions with clients.
- Understand client business objectives and translate requirements into actionable operational strategies.
- Manage client expectations, concerns, escalations, and service-related issues.
- Maintain high levels of client satisfaction, retention, and engagement.
Service Delivery & Performance Management
- Oversee account performance to ensure compliance with contractual service-level agreements (SLAs) and key performance indicators (KPIs).
- Collaborate with internal Operations, Workforce Management, Quality Assurance, Training, and HR teams to meet client expectations.
- Monitor service delivery performance and proactively identify operational risks.
- Develop and implement action plans to address performance gaps and service delivery challenges.
- Ensure smooth implementation of new client requirements, processes, and operational changes.
Business Development & Account Growth
- Identify opportunities for account expansion, additional services, and business growth within existing client relationships.
- Collaborate with senior leadership and business development teams on client retention and account expansion strategies.
- Participate in contract discussions, service reviews, and commercial negotiations as required.
- Support client onboarding, account transitions, and new program implementations.
Stakeholder & Escalation Management
- Act as the escalation point for critical client concerns and operational challenges.
- Coordinate with internal leadership teams to ensure timely resolution of client issues.
- Prepare and present operational performance reports, business reviews, and improvement initiatives.
- Maintain transparent and proactive communication with clients regarding performance, risks, and opportunities.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- At least 5 years of experience in the BPO industry, with 2–3 years in an Operations Manager, Account Manager, Client Services Manager, or equivalent leadership role.
- Strong experience in client-facing account management within the BPO industry is required.
- Proven track record of managing client relationships, service delivery, and account performance.
- Experience handling international clients, particularly US, Australian, or UK accounts, is preferred.
- Strong understanding of BPO operations, SLAs, KPIs, and performance management.
- Experience conducting client business reviews, stakeholder meetings, and escalation management.
- Ability to manage multiple client accounts and competing business priorities.
- Excellent communication, presentation, negotiation, and relationship-building skills.
- Strong leadership, analytical, and problem-solving abilities.
Pay: Php75,000.00 - Php80,000.00 per month
Work Location: In person
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