Senior Client Services Manager

3 weeks ago

Manila, National Capital Region, Philippines The Instant Group Full time
Senior Client Services Manager

Department: Services

Employment Type: Permanent

Location: Manila

Description

The Role
Reporting to the Regional Client Services Director, this role is responsible for managing local client relationships and delivery of services to those clients. Within the role you will have full responsibility for all Instant services (as well as hard FM and soft services) delivered to your local clients.

You will require a full understanding of your clients' requirements to ensure that solutions are delivered to time, budget & to client satisfaction. You will also be expected to identify opportunities for selling additional services to clients.

You will integrate seamlessly with the client contacts while still adhering to Instant's values and keeping an eye on the commercial aspects of the contract.

What will you be doing?
  • Deliver exceptional Facilities Management services with a focus on health and safety.
  • Build and maintain strong client relationships, resolving escalated issues promptly.
  • Manage teams and suppliers to ensure effective service delivery and contract renewals.
  • Identify opportunities for additional services and support account development.
  • Contribute to client tenders, pitches, and asset management processes.
  • Provide accurate reporting, forecasting, and invoicing.
  • Ensure compliance with regulations and health and safety policies.
  • Manage budgets, procurement, and move management activities.
  • Maintain effective relationships with landlords.
Who are we looking for?
  • Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
  • Background of delivering hard and soft Facilities Management solutions for large scale projects over 10,000 m2 in size with MNC's; delivery within the financial sector is considered advantageous but not essential
  • Experience of administering the FARM IN and FARM OUT process associated with PEZA compliant projects
  • Superior client relationship management skills
  • Proven account development experience
  • Experience of managing service providers, SLAs/KPIs
  • Problem solving
  • A good understanding of outsourcing and outsourcing processes; particularly FM and related services
  • Some experience of P&L management
What's in it for you?
  • Competitive pay scales reviewed annually
  • Discretionary annual company bonus
  • Private healthcare and life cover
  • A focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy
  • Bespoke training programmes and our bespoke 'Instant Learning' portal
  • Reward Gateway (discounts)
  • Wellbeing Centre
  • Global Employee Assistance Programme
  • Brilliant colleague recognition scheme, with quarterly and annual 'Let's Celebrate' awards (with great prizes)
  • Generous referral scheme
  • Laptop / tech provided

At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know. We use AI to help us assess applications fairly and objectively.

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