Senior Client Services Manager

About Us: We help businesses find more flexibility and achieve a better way of working. If you need to get things done, use B&P as an extension of your team to build faster, drive growth and transform your business. Our smart tailored outsourcing and HR solutions deliver high-quality results with reduced operating costs for companies of all sizes across a wide range of industries.

Job Summary: This role is a bridge between our organization and clients. Ensures that our clients receive exceptional service. Takes full responsibility of arising client issues and offer recommendations and/or solutions useful in addressing such problems. It is expected to achieve annual top-line revenue generated by campaign as forecasted, gross margin % month-on-month as forecasted. Key performance indicators include client satisfaction, growth, and margins. As needed, it may lead to contract negotiation and amendments during the life cycle of the contract and provide actionable feedback for improvement/course correction internally and externally.

Responsibilities:

• Primary point of contact of key clients regarding service delivery.
  

• Owns the overall strategic relationship for the set of clients assigned to him/her.
  

• Drives cross-functional efforts and leverages influence to guarantee timely and effective service delivery.
  

• Responsible for overall financial performance and profitability of the assigned clients.
  

• Delivers annual upsell targets or revenue growth of existing clients.
  

• Ensure compliance rules and execution of contract agreements.
  

• Ensure effective client onboarding implementation of all projects.
  

• Proactively understand our clients' ongoing strategies and challenges, to uncover valuable service opportunities that consistently add value to our collaborative partnerships.
  

• Effectively communicate with clients to identify their preferences and facilitate the process to meet their needs and expectations
  

• Provide clients with regular updates and periodic statements to keep them abreast on changes in trends.
  

• Provide regular reporting and join business reviews with the clients and senior management.
  

• Maintain processes according to required standards and maintain consistency in same.
  

• Administer all operating data and transactions for various billings and assist in efficient renewals.
  

• Carry out surveys and research to evaluate customer satisfaction level and discover better techniques for ensuring a satisfied customer base
  

• Influences and facilitates resolution cross functionally to resolve escalations that impact client operations and relations.
  

• Handle and resolve escalated concerns from clients
  

• Help oversee development of staff by assessing competencies, recommending training, and discussing career planning.
  

• Partners with People & Growth to ensure implementation of employee engagement, rewards and recognition activities to drive performance, elicit employee satisfaction and mitigate attrition
  

• Achieve budgetary measurements
  

• Provide excellent customer service to clients.
  

• Conduct Performance Management as necessary.
  

• Ensure that all customers and client complaints/discrepancies received are logged and properly investigated
  

• Ensure achievement of targets and adherence to Service Level Agreement (SLA) specified in the client agreement
  

• Maintain CRM up to date
  

• Ad-hoc tasks as required
  

• Minimum of 6-8 years Client Services or BPO Operations Management experience.
  

• Proven experience in a leadership role is required.
  

• Basic Project Management background.
  

• Has solid influencing skills.
  

• Understands Business and Market Trends in outsourcing.
  

• Ability to understand business strategy and able to translate into day-to-day delivery.
  

• Excellent English communication skills and the ability to anticipate the needs of customers
  

• Must demonstrate strong analytical thinking skills.
  

• Should possess strong problem-solving skills and the ability to make sound-judgement calls
  

• Superior organizational and time management skills.
  

• Knowledge of customer service programs and databases, or the ability to learn new software quickly Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience.
  

• Highly advantageous if with training and/or certifications in any of the following: Advanced Client Services Training, Negotiations, Budget Planning
  

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Monthly engagement activities

Career advancement opportunities

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