Client Operations Lead

1 week ago

Manila, National Capital Region, Philippines Flat Planet Philippines , Inc. Full time

Client Operations Lead

Account and Operations Management

  • Deliver exceptional client management experience following the Flat Planet Tool Kit
  • Establish and build relationships with clients and stakeholders
  • Manage onboarding and kick-off meetings.
  • Act as an agent that will bridge cultural gaps affecting communication and performance
  • Troubleshoot and resolve simple to complex client issues.
  • Collaborate and document regular catch ups with clients (weekly, monthly/quarterly, and annually)
  • Have the ability to foresee client plans and actions based on ongoing communications. This allows the management to become more vigilant and prepared.
  • Process and liquidate expenses, commissions, incentives etc
  • Identify growth opportunities - upsell when necessary
  • Responsible for the performance of all assigned staff
  • In charge of Month-End Reporting of assigned clients and staff
  • Accountable for the proper utilization of client/stakeholder ticketing system
    a. lodge a request, issue, billable and any other crucial action items of the assigned client
    b. action or perform the necessary resolution/response on the ticket within 1-2 business days
    c. accurately put a notation on the ticket once actioned
    d. properly tag the ticket as resolved; make sure client is aware that the concern had been actioned or resolved.
  • Accountable in reporting to the senior executives any winnings or potential growth of the client and the staff and any concerns, issues or trends of the client and staff that might have negative impact to the business.
  • Manage day-to-day operations of staff
  • Responsible for time and attendance (schedule, leave, holidays etc.)
  • Handle Performance Evaluation (Coaching, Monthly Review, Performance Improvement Plans, etc)
  • Maintain and coordinate GAIA records.
  • Evaluate staff/team competencies. Assist in developing the baseline for KPI.
  • Drive the assigned team to meet or exceed KPI expectations by understanding the process and leveraging resources.
  • Keep turnover low.
  • Spearhead training, mentoring, and meetings for team leads and/or subject matter experts.
  • Responsible for staff payroll issues.
  • Work closely with the compliance team for IR-related issues, holidays, etc.
  • Coordinate with the IT Team for IT-related issues (setting up, maintaining, fixing, or decommissioning, etc)

Leading

  • Encourage and exercise collaborative thinking
  • Promote and maintain culture, brand, and company identity.
  • Coach and motivate leaders and staff to improve their current level of performance.
  • Be able to recommend new ways on how to improve employee engagement, performance and others
  • Lead and participate in projects outside of the scope assigned
  • Responsible for driving process committees including payroll, IT, Asset Register, Client Operations Ticketing Systems and other tasks and systems assigned by the senior management

Some of the most common tasks but not limited to:

  • Organize, run and document meet & greet client sessions
  • Onboard and offboard staff and/or clients
  • Coordinate IT requirements and oversee IT set up especially for new starters
  • Audit GAIA (new starters and any employee detail changes i.e. salary increase, change in job title etc)
  • Manage schedule of staff and client visit
  • Attend client calibrations and catch-ups
  • Gather and document performance review
  • Coach and guide staff to achieve the required metric
  • Handle performance review of staff (monthly, quarterly. PIP etc.)
  • Document and coordinate salary and/or job title changes and process ad-hoc incentives
  • Collaborate with internal teams for any action items for staff or the client
  • Review invoices
  • Report all client and staff related issues and concerns to senior management
  • Utilize the use of client/stakeholder ticketing system
  • Lodge and action tickets pertaining to client-related requests, changes or any issues
  • Engage with staff (onsite, offsite or hybrid)
  • Drive other process committees such as payroll, IT, Asset etc)
  • Handle other ad-hoc tasks

Job Requirements

  • Minimum of 5 years in an operations or client services management role, preferably in a fast-paced or customer-focused environment.
  • Proven experience in managing a team and driving operational efficiency.
  • Strong team leadership and people management skills, with the ability to motivate, coach, and develop staff.
  • Excellent decision-making abilities and problem-solving skills.
  • Ability to effectively liaise with clients, internal teams, and upper management.
  • Strong multitasking and time management abilities to meet deadlines and handle competing priorities.
  • Familiarity with operations management software and CRM systems.
  • Comfortable in a dynamic and evolving work environment, with a proactive and flexible approach to change.
#J-18808-Ljbffr

  • Client Operations Team Lead

    1 week ago

    Manila, National Capital Region, Philippines Insight Full time

    Client Operations Team LeadLocation: This is an onsite opportunity. Our office location is at 10th and 11th Floor Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605Now is the time to bring your expertise to the Client Operations Team Lead role for a Fortune 500 Solutions Integrator where success and fulfillment go...

  • Client Relationship Manager

    13 minutes ago

    Manila, National Capital Region, Philippines IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. Full time

    IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. is looking for a Client Relationship Manager to join our team!In this role, you will be responsible for maintaining relationships with clients, ensuring accurate and complete data in all databases of the US, ANZ, Canada, and UK regions.You will utilize your exceptional communication skills to resolve client...

  • Data Analyst Lead

    4 days ago

    Manila, National Capital Region, Philippines IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. Full time

    Job Title: Data Analyst LeadAbout IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC.IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. is a leading healthcare technology company that provides innovative solutions to the pharmaceutical and biotechnology industries.Job DescriptionWe are seeking a highly skilled Data Analyst Lead to join our team. As a Data...

  • Tech Process Team Lead

    1 week ago

    Manila, National Capital Region, Philippines Google Operations Center Full time

    Tech Process Team Lead - Payments - 1PApply locations PH-MNL-LIMA time type Full time posted on Posted 2 Days Ago job requisition id JR1313Join UsAt Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we...

  • Client Operations Team Lead Specialist

    7 days ago

    Manila, National Capital Region, Philippines Insight Full time

    Company OverviewIn a world where technology and human experience converge, Insight is at the forefront of guiding organizations through complex digital decisions. Our team of experts in cloud, data, AI, cybersecurity, and intelligent edge enables businesses to stay ahead of the curve. As a Fortune 500 Solutions Integrator, we're dedicated to unlocking the...

  • Team Lead for Client Services

    7 days ago

    Manila, National Capital Region, Philippines Insight Full time

    Unlock Your PotentialJoin Insight as a Client Operations Team Lead and unlock new opportunities for growth and development. This role offers a unique blend of challenges and rewards, allowing you to make a meaningful impact on our customers' experiences while advancing your own career.What You'll DoAs a Client Operations Team Lead, you'll be responsible...

  • IT Operations Lead

    2 days ago

    Manila, National Capital Region, Philippines RecruiterPH Full time

    Job DescriptionWe are seeking an experienced IT Operations Lead to join our team at RecruiterPH. As an IT Operations Lead, you will be responsible for overseeing all technical aspects of client projects, including technology health, and ensuring that our clients receive the highest level of service.The ideal candidate will have a background in IT, excellent...

  • Client Success Lead

    3 days ago

    Manila, National Capital Region, Philippines foodpanda Full time

    Job DescriptionAbout Us:We are part of the Delivery Hero Group, a leading local delivery platform.Our Mission:To deliver an amazing experience—fast, easy, and to your door.Main Responsibilities:Lead and manage a portfolio of partner accounts.Collaborate with the sales team to achieve business objectives.Mentor and develop team members to ensure high levels...

  • Client Support Lead

    4 days ago

    Manila, National Capital Region, Philippines Clarke Technologies Inc. Full time

    We are looking for a highly skilled and experienced Operations Supervisor to oversee the daily productivity and performance of our Operations Team.The ideal candidate will have 5 years of work experience in Operations, Account Management & Client Support, with a background in tech solutions / e-commerce (background in insurance is a plus).ResponsibilitiesAs...

  • Lead Recruiter for Enterprise Clients

    3 days ago

    Manila, National Capital Region, Philippines EXL Service Philippines, Inc. Full time

    About EXL Service Philippines, Inc.We're a pioneer in data analytics and digital operations solutions, partnering with clients to reinvent their business models, drive better outcomes, and unlock growth. Our team consists of experts who transform operations for leading corporations in various industries.Founded in 1999, we uphold values such as innovation,...

  • Director of Client Services and Operations

    3 days ago

    Manila, National Capital Region, Philippines The Instant Group Full time

    Role OverviewWe are seeking an experienced Client Services Director to join our team. As a key member of our leadership team, you will be responsible for driving operational excellence, managing client relationships, and ensuring seamless integration with clients while adhering to our values.ResponsibilitiesLead in-country teams to meet/exceed operational...

  • IT Operations Lead

    4 days ago

    Manila, National Capital Region, Philippines KMC Solutions Full time

    At KMC Solutions, we are seeking an experienced and dynamic IT Operations Director to lead and oversee the growth of our newly established team in the Philippines. This leader will facilitate a strong cultural fit, nurture local talent, and support operational success across our teams, which include Network Engineers and Database Engineers/Admins.This role...

  • Operations Coordinator

    2 days ago

    Manila, National Capital Region, Philippines IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. Full time

    Key Responsibilities:Perform daily maintenance of outlet master file for US productionSolicit, gather, and validate information from different sources to identify accuracy of outlet reference recordPerform daily bridging of outlet sales recycles to IQVIA databaseRespond to outlet related queriesWork on client specific projects with varying nature and...

  • Commercial Operations Specialist

    4 days ago

    Manila, National Capital Region, Philippines Shell Business Operations - Manila Full time

    About the JobWe are looking for a highly skilled Commercial Operations Specialist to join our team at Shell Business Operations - Manila. In this role, you will be responsible for managing a portfolio of contracts and handling new demands assigned to Class of Business and category/categories according to Category Management Contracting and Procurement (CMCP)...

  • Client Representative

    4 days ago

    Manila, National Capital Region, Philippines IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. Full time

    Job DescriptionResponsible for the daily maintenance of healthcare Organizations and Prescribers in all databases of the US, ANZ, Canada, and UK Region.Validates, researches, and analyzes client data inquiries using the process tool.Job Responsibilities:Complete maintenance of reference data (healthcare Organizations and Prescribers) as essential for US,...

  • Remote Telsales Soundboard Operator

    4 days ago

    Manila, National Capital Region, Philippines Skynet Lead Gen Ltd Full time

    Job Title: Remote Soundboard OperatorAre you a motivated, hardworking individual with a passion for customer service and a knack for managing calls? We are seeking a dedicated Remote Soundboard Operator to join our dynamic teamKey ResponsibilitiesOperate the Soundboard: Efficiently manage and operate the soundboard during your assigned shifts.Handle Customer...

  • Client Data Specialist

    4 days ago

    Manila, National Capital Region, Philippines IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. Full time

    About the RoleThe successful candidate will be responsible for ensuring the accuracy and completeness of healthcare organization and prescriber data in our databases. This involves researching and validating client data inquiries, maintaining reference data, and conducting outbound phone verifications.Ensure that data maintained is accurate and...

  • Operations Team Lead

    3 days ago

    Manila, National Capital Region, Philippines TRANSCOSMOS ASIA PHILIPPINES, INC. Full time

    Company OverviewTranscosmos Asia Philippines, Inc. is a leading provider of customer experience management services. Our mission is to leverage customer insights to always be our clients' most trusted partner.We prioritize mutual understanding, open communication, and empowerment to lead things and get everyone connected in the same page. This is manifested...

  • Healthcare Operations Lead

    2 days ago

    Manila, National Capital Region, Philippines GGIS Services Full time

    We are seeking an experienced Operations Manager to oversee and manage operations for a healthcare account in a BPO setting. As a key member of our team, you will be responsible for ensuring smooth workflow and adherence to quality standards.Key Responsibilities:Manage and oversee the daily operations of the healthcare account.Lead, train, and develop a...

  • HR Operations Lead

    3 days ago

    Manila, National Capital Region, Philippines Monroe Consulting Group Full time

    HR Operations LeadAt Monroe Consulting Group Philippines, we are committed to finding the best talent for our clients' organizations. We are seeking an HR Operations Lead to join our team and help us achieve this goal.The ideal candidate will have at least 8 years of experience in Human Resources, with a minimum of 5 years in a leadership role. A Bachelor's...