Client Services Director

4 days ago

Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time
Job Details

We are seeking an experienced Client Services Supervisor to join our operations team. This individual will be responsible for handling client issues and concerns regarding operations and staff performance.

This role requires excellent communication and problem-solving skills, as well as the ability to work effectively in a fast-paced environment.

  • Key Skills
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a fast-paced environment.
  • Strong problem-solving skills.
  • Ability to handle multiple priorities and deadlines.
  • Experience working in a BPO/Offshoring company.
  • Background in Philippine Labor Laws / HR governing policies.
  • Previous work experience in a similar role.
  • Responsibilities
  • Ensure clear and responsive communication by addressing customer queries via email or other communication channels within a 2-hour or less service level agreement (SLA).
  • Provide day-to-day operational and project support to clients and employees.
  • Manage clients' compliance to company systems and policies.
  • Build a strong business relationship with clients to discuss issues, concerns, and updates.
  • Carry out daily operational duties and motivate employees; lead by example.
  • Monitor team performance, attendance, productivity, etc., and ensure that SLAs are regularly met.
  • Motivate and encourage employees through positive communication and create effective channels for employee feedback.
  • Establish a positive, supportive, and collaborative environment.
  • Drive company initiatives that contribute to long-term operational excellence.
  • Assist in the development of strategic plans for operational activity.
  • Formulate and implement departmental and organizational policies and operational plans and procedures to maximize output.
  • Manage complex and difficult HR Projects cross-functionally.
  • Validate invoices as required and provide timely and accurate client reports.
  • Additional Responsibilities
  • Act as the main link between Client Operations, Management team, and the employees.
  • Perform a wide range of Human Resource activities.
  • Review and evaluate staff individual strengths and areas for improvement; produce performance reviews as established by Operations Manager.
  • Monitor and report individual and team performance through regular scorecard reviews.
  • Deal with personnel work-related issues and concerns in a professional and confident manner using the company Code of Conduct and Labor Laws as a guide.
  • Provide effective coaching and perform the appropriate corrective/disciplinary action as needed.
  • Develop engagement activities to increase employee loyalty, focus, and retention.
  • Establish monthly town hall meetings with other departments to review operations activities within the organization.
  • Implement improvements to increase the effectiveness and efficiency of Support Services (HR, IT, Finance) as well as coordination and communication between functions.
  • Reconcile monthly activity and generate year-end reports.
  • Assist in administering payroll and employee benefits and organizational insurance.
  • Serve as primary liaison to legal counsel in addressing legal issues e.g., intellectual property, copyright, governing instruments, partnerships, etc.
  • Monitor various departments in the organization together with the Human Resources Department.
  • Oversee organizational insurance policies and ensure the health and safety of all employees.

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