Client Services Manager

10 hours ago

Angeles City, Central Luzon, Philippines Link Wealth Adviser Support Full time

Client Services Manager (CSM)

Qualifications:

Applicants must meet the following minimum requirements:

  • Leadership Experience: At least 5 years of progressive leadership or management experience in client services, account management, BPO operations, or a closely related field.
  • Industry Knowledge: Strong background in financial services, wealth management, BPO, or a closely related industry is preferred.
  • Client Relationship Skills: Proven track record of building and maintaining long-term, trust-based client relationships.
  • Team Development: Demonstrated ability to coach, mentor, and develop high-performing teams.
  • Performance Management: Experience conducting evaluations, implementing training programs, and improving team productivity.
  • Business Development: Familiarity with client acquisition, revenue growth strategies, and cross-department collaboration.

Job Duties and Responsibilities:

Account & Team Management

  • Lead and manage client relationships to ensure the delivery of exceptional service.
  • Provide effective leadership to the client services team, fostering a culture of collaboration, accountability, and continuous improvement.
  • Strategically allocate resources and workload to optimize team performance and productivity.

Performance & Staff Management

  • Conduct comprehensive performance evaluations for team members, offering constructive feedback and guidance for professional development.
  • Develop and implement tailored training and development plans to enhance team members' skills and competencies.
  • Monitor and manage staff workload to maintain a healthy balance and prevent burnout, while identifying opportunities for career growth and advancement within the team.

Client Focus

  • Serve as the primary point of contact for clients, building and maintaining strong, trust-based relationships.
  • Regular check-in meetings with clients to assess satisfaction levels, address concerns, and identify opportunities for service improvement.
  • Proactively anticipate and resolve client issues or challenges, ensuring a seamless and positive experience throughout the client journey.

Onboarding & Training

  • Collaborate closely with the People & Culture partner to facilitate smooth on-boarding processes for new clients and team members.
  • Develop and deliver comprehensive training programs to equip new hires with the knowledge and skills required to excel in their roles.
  • Continuously assess and refine on-boarding and training processes to ensure effectiveness and relevance in meeting evolving business needs.

Hiring Manager

  • Conduct thorough screening interviews to assess candidates' suitability for client engagement roles, ensuring alignment with client expectations and organizational values.

Business Development

  • Collaborate closely with the Levera Business Development Manager to identify opportunities for client acquisition and revenue growth.
  • Provide insights and feedback based on client interactions to inform strategic business development initiatives and marketing strategies.

Levera Talent Acquisition

  • Identify staffing needs and skill gaps within the client services team, collaborating with HR to attract and onboard top talent.
  • Develop and implement recruitment strategies to source, attract, and retain high-performing individuals who align with Levera's values and culture.

Additional Responsibilities

  • The EMPLOYER reserves the right to assign any additional or other duties to the Employee as deemed necessary, with or without specific terms and conditions.

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