Client Success Manager

OutForce is recognized as one of the leading BPO companies in the Philippines, headquartered in our state-of-the-art facility in Ortigas, with a global client base and employees spread throughout the Philippines. OutForces' success is a direct result of our people-first approach, focusing on an ongoing commitment to strengthening the culture, HR practices, leadership, training, and development programs of employees.

Due to strong growth again in 2025, we are looking for talented staff to join our Client Success Manager team, where they will be given an opportunity to excel and grow with the business, focusing on assigned AU client partners.

To be successful in this job, the candidate must have 4 to 6 years of Account Management Exposure and Leadership

RESPONSIBILITIES

Human Resources Responsibilities:

The successful candidate will perform the following Human Resources Responsibilities

• Employee Relations - manages employee grievances following the due process and initiate Performance Improvement Plans for staff across multiple accounts.

• Employee Engagement - work with the employee engagement team to curate ideas for engagement activities that would contribute to employee satisfaction and retention.

• Employee Payroll - work with the payroll team in working on attendance issues that might impact the pay of employees, you are also the point of contact for any disputes raised by employees.

• Attendance Management - manages the attendance sheets of staff to ensure that logs are properly lodged for payroll processing.

• Performance Review Management - initiate reviews for staff, training review, probationary review and quarterly reviews with staff and clients.

• Communications - handle the communications being released to the internal and external staff of the company.

• Point of Contact for HR Processes and Policies of the Organization - work on HR tickets that needs immediate action/resolution

• Process Improvements and Standardization - initiate process improvements that could be done to improve staff and client experience

• Employee Contracts - Ensure employment contracts are presented to employees in a timely manner and signed.

Account Management Responsibilities

• Client Onboarding - properly onboard clients and set the expectations of the client on staff reviews, billing concerns, etc.

• Client Escalations - as the main POC of the client, you are to work on escalations being raised by the client, may it performance or process related.

• Headcount Growth of Assigned Clients - work with the client in terms of identifying areas where they can grow their headcount with Outforce.

WHAT WE ARE LOOKING FOR:

• An innovative process oriented individual with strong leadership skills who can work well with internal and external stakeholders.
• High integrity, with orientation towards compliance and people management
• Excellent English communication skills, both written and verbal
• Strong business acumen, with an entrepreneurial mindset
• Excellent time management skills with a strong sense of urgency
• High energy, team orientated
• Excellent management / organizational skills
• Precise, accurate, attention to detail a must
• High learning aptitude with the ability to work unsupervised

• Must demonstrate initiative and a can do attitude solutions-oriented and results focused

• Must be flexible on Work Arrangement, hybrid structure of Working ONSITE and Working From Home, and be able to work Morning Shift Schedule

QUALIFICATIONS & EXPERIENCE:

• Must have 4 to 6 years of Account Management Exposure and Leadership
• Experience in the outsourcing / offshore staff solutions industries is required
• Degree qualified, preferably Psychology or Behavioral Sciences related.