Client Services Director, SMB

Lead with Vision, Deliver with Purpose

Shape the future of client service for global SMB and micro accounts through innovation, strategy, and impact. Take your global career to the next level by managing diverse client portfolios that power businesses around the world. This is your opportunity to lead operations on a global scale, influence growth strategies, and make your mark in a high-performing organization that values leadership, agility, and collaboration.

Job Description

As a Client Services Director for SMB & Micro Accounts, you'll oversee operational performance, client experience, and growth strategies across global markets. You'll design scalable processes, drive service excellence, and lead teams to deliver measurable impact through innovation and operational efficiency.

Job Overview

Employment type: Full-time

Shift: Flexible shift, Weekends Off

Work setup: Hybrid, Megatower, Ortigas

Exciting Perks Await

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Flexible shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Education:

• Bachelor's degree in Business Administration, Management, or a related field.

Requirements:

• Minimum of 10 years of progressive experience in operations management, with at least 7-9 years in a senior leadership role within a BPO, shared services, or offshoring environment.
• Proven success in managing service delivery for multiple SMB and micro accounts in high-volume, fast-paced operations.
• Demonstrated ability to scale teams and processes to support growing client portfolios across global markets.
• Experience in managing remote, cross-functional, and multicultural teams across multiple time zones.
• Expertise in designing and implementing scalable, repeatable operational processes tailored for offshore delivery.
• Strong analytical and data-driven decision-making skills; proficient in CRM systems, workforce management tools, and BI platforms.
• Solid background in client onboarding, implementation, and lifecycle management for SMB and micro clients.
• Excellent project management capabilities with a track record of meeting SLAs, improving KPIs, and driving continuous improvement.
• Outstanding communication, stakeholder management, and interpersonal skills, with the ability to collaborate across geographies.
• Willingness to work a flexible schedule to accommodate global clients.
• Open to a hybrid work arrangement.

Your Daily Tasks

SMB & Micro Account Operational Leadership:

• Develop and execute an operational strategy specifically tailored to the unique needs, pace, and volume of SMB and Micro clients.
• Design and implement standardized, yet agile, processes that ensure consistency and quality while allowing flexibility for smaller businesses.
• Own the operational client lifecycle for SMB/Micro accounts, from sale to onboarding, ongoing delivery, and renewal support.

Service Delivery Excellence for High-Volume Segments:

• Lead Service Delivery teams to deliver exceptional, efficient, and proactive support to a large portfolio of SMB and Micro clients.
• Foster a culture of speed, accessibility, and client-centricity, ensuring quick resolution of issues and a personalized touch.
• Establish and monitor key performance indicators (KPIs) focused on client health, satisfaction (CSAT/NPS), and operational efficiency.

Process Optimization & Technology Enablement:

• Identify opportunities to automate and streamline operational tasks (e.g., reporting, client communications, invoicing) for effective high-volume service.
• Champion the use of CRM and business management tools to maintain data integrity, automate workflows, and provide insights into client performance.
• Ensure accuracy, compliance, and timeliness in client invoicing for the segment.

Team Leadership & Cross-Functional Collaboration:

• Build, mentor, and lead a high-performing operations team dedicated to the SMB/Micro segment.
• Collaborate with the VP of Global CX to align operational tactics with overall customer experience goals.
• Partner with IT, Facilities, and HR teams to ensure the support needs of both clients and employees are met.

Other Responsibilities:

• Contribute to process improvement initiatives that enhance scalability and operational efficiency.
• Perform additional duties as assigned, demonstrating agility and responsiveness to evolving business needs.

Why We Stand Out Among the Rest

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

#EmaptaEra