Client Services Manager

3 weeks ago

Pampanga Philippines Link Wealth Adviser Support Full time

Client Services Manager (CSM) Qualifications Applicants must meet the following minimum requirements: Leadership Experience : At least 5 years of progressive leadership or management experience in client services, account management, BPO operations, or a closely related field. Industry Knowledge: Strong background in financial services, wealth management, BPO, or a closely related industry is preferred. Client Relationship Skills: Proven track record of building and maintaining long-term, trust-based client relationships. Team Development: Demonstrated ability to coach, mentor, and develop high-performing teams. Performance Management: Experience conducting evaluations, implementing training programs, and improving team productivity. Business Development: Familiarity with client acquisition, revenue growth strategies, and cross-department collaboration. Job Duties and Responsibilities: Account & Team Management Lead and manage client relationships to ensure the delivery of exceptional service. Provide effective leadership to the client services team, fostering a culture of collaboration, accountability, and continuous improvement. Strategically allocate resources and workload to optimize team performance and productivity. Performance & Staff Management Conduct comprehensive performance evaluations for team members, offering constructive feedback and guidance for professional development. Develop and implement tailored training and development plans to enhance team members' skills and competencies. Monitor and manage staff workload to maintain a healthy balance and prevent burnout, while identifying opportunities for career growth and advancement within the team. Client Focus Serve as the primary point of contact for clients, building and maintaining strong, trust-based relationships. Regular check-in meetings with clients to assess satisfaction levels, address concerns, and identify opportunities for service improvement. Proactively anticipate and resolve client issues or challenges, ensuring a seamless and positive experience throughout the client journey. Onboarding & Training Collaborate closely with the People & Culture partner to facilitate smooth on-boarding processes for new clients and team members. Develop and deliver comprehensive training programs to equip new hires with the knowledge and skills required to excel in their roles. Continuously assess and refine on-boarding and training processes to ensure effectiveness and relevance in meeting evolving business needs. Hiring Manager Conduct thorough screening interviews to assess candidates' suitability for client engagement roles, ensuring alignment with client expectations and organizational values. Business Development Collaborate closely with the Levera Business Development Manager to identify opportunities for client acquisition and revenue growth. Provide insights and feedback based on client interactions to inform strategic business development initiatives and marketing strategies. Levera Talent Acquisition Identify staffing needs and skill gaps within the client services team, collaborating with HR to attract and onboard top talent. Develop and implement recruitment strategies to source, attract, and retain high-performing individuals who align with Levera's values and culture. Additional Responsibilities The EMPLOYER reserves the right to assign any additional or other duties to the Employee as deemed necessary, with or without specific terms and conditions. #J-18808-Ljbffr

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