People and Partnership Manager

1 week ago

Taguig, Philippines MicroSourcing Full time

Overview

Position: People and Partnership Manager
Location: BGC, Taguig
Work setup & shift: Hybrid/Dayshift

The Client Experience Manager is responsible to oversee the operation of the assigned clients and ensuring the quality delivery of the Microsourcing services. Assist the clients in the setup of their Philippines operation and drive growth in the client operation. The Client Experience Manager is also responsible to assist the SCEM in overseeing the delivery center of Microsourcing and ensuring that the site is well-maintained and meets all regulatory requirements.

Responsibilities
  • Oversee a set of specific clients and deliver: EBITDA, Client Growth, Reduced Attrition, Client Net Promoter Score and Employee Net Promoter Score.
  • Assist clients in setting up their Philippines operations and implement performance management, rewards and recognition, engagement activities, employee development plans and business continuity.
  • Oversee the Client Experience Team composed of CE Account Managers and CE Specialists and ensure their continuous development to be the best partner of the clients in running their operation.
  • Provide input to Mancom in the creation, development and improvement of policies and processes that will help in improving the company.
Growth And Client Experience
  • Expand the size of operation of the clients by closely working with them and understanding their business needs. Review their operation structure, processes, policies and introduce necessary improvements.
  • Deliver growth targets for both existing and new clients. Identify opportunities for growth.
  • Oversee the operation of the different departments responsible for the delivery of services at the site.
Cost And Site Management
  • Maintain account details, track client requests and provide inputs to client billings that are accurate and on time.
  • Oversee upkeep, improvements and ensure compliance of the sites to health, safety and other regulatory requirements.
  • Oversee seat allocation and planning for the client operation in the sites.
  • Plan and oversee site renovation based on agreement with the clients.
  • Oversee disbursements of petty cash fund of the site.
Team Management
  • Mentor and develop the assigned CE team to effectively manage workload, client and employee relationships and relationships with the rest of the management team.
  • Mentor and develop skills and capabilities of the Management team catering to the clients.
  • Work with the team in implementing a succession plan for the team.
Health & Safety of our People
  • Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
  • Complete all necessary training and compliance requirements and professional development opportunities.

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