Client Delivery Manager

2 days ago

Mandaue City, Central Visayas, Philippines LEAP Global Teams Full time ₱800,000 - ₱1,200,000 per year

We are looking for a Client Delivery Manager who will act as the bridge between our clients and our delivery teams. This role is a hybrid of client management and staff management: you will ensure that clients are satisfied and that our staff consistently meet performance expectations.

You'll directly manage the small team assigned to each client, while also owning the client relationship to ensure nothing slips through the cracks.


Key Responsibilities
  • Serve as the main point of contact for assigned clients, ensuring excellent communication and service delivery.
  • Manage and oversee staff working with clients: monitor performance, attendance, and professionalism.
  • Conduct regular check-ins, coaching, and feedback sessions with team members.
  • Track and report on KPIs, SLAs, and client satisfaction scores.
  • Prepare and present weekly/monthly updates to clients.
  • Handle escalations and resolve issues quickly and effectively.
  • Coordinate with recruitment, training, and operations to ensure smooth onboarding of new hires.
  • Identify opportunities to improve processes and strengthen client partnerships.

Qualifications
  • Minimum 3 years experience in a BPO/outsourcing environment, with at least 1 year in a supervisory or account management role.
  • Strong background in client management and staff/team leadership.
  • Excellent communication and presentation skills.
  • Strong problem-solving and conflict resolution skills.
  • Comfortable working with performance metrics, reports, and business reviews.
  • Proactive, organized, and detail-oriented.
  • Willing to work flexible hours to accommodate international clients.

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