Client Operations Leader

Work Arrangement: 100% Onsite
Work Location: Makati

Client Operations Lead

Position Summary

As Client Operations Lead, you will bring a strong business mindset, a people-focused approach, and a commitment to delivering exceptional client outcomes. In this role, you will ensure seamless service delivery, foster long-term client relationships, and inspire a culture of learning, collaboration, and operational excellence. You will also play a key part in supporting team growth and capability development while driving continuous improvement in client experience, processes, and performance.

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Key Responsibilities:

Leadership & Team Development

• Lead, coach, and develop a high-performing client operations team.
• Foster a culture of accountability, continuous learning, and operational excellence.
• Provide regular performance feedback, mentoring, and support to team members.
• Supervise daily operations, performance, attendance, payroll, and KPI alignment of assigned staff; drive engagement, coaching, and retention while ensuring compliance and collaboration across departments.

Client-Centric Operations

• Ensure each team delivers consistent, high-quality service aligned with client expectations and SLAs.
• Monitor and optimize daily workflows to ensure timely, accurate execution of client requests.
• Serve as an escalation point for complex client issues, ensuring swift resolution and clear communication.
• Deliver exceptional client experiences, manage onboarding, resolve issues, maintain strong relationships, identify growth opportunities, and proactively report client trends or risks to senior executives.

Business & Process Improvement

• Identify and implement process enhancements that improve efficiency and client satisfaction.
• Collaborate with cross-functional teams (sales, finance, product, etc.) to drive initiatives that support business growth.
• Analyze operational data to inform decision-making and track progress against KPIs.

Professionalism & Culture

• Model professional behavior and high ethical standards in every interaction.

• Promote a respectful, inclusive, and collaborative work environment.

• Lead by example in upholding company values and policies.

• Attends to any ad hoc tasks that may assigned from time to time

Job Requirements:

Education & Experience

• Bachelor’s degree in Business Administration, Operations Management, Management, or a related field.
• 7+ years of experience in operations, client services, account management, or a similar leadership role, preferably within a BPO, outsourcing, or service-driven environment.
• At least 5 years of experience in a people management or team leadership capacity.
• Proven experience managing teams, client accounts, and day-to-day operations in a fast-paced environment.
• Experience working with international clients or stakeholders is highly preferred.

Core Skills & Competencies

• Strong client relationship and stakeholder management skills, with the ability to build and maintain long-term client partnerships.
• Proven ability to lead, coach, mentor, and develop high-performing teams.
• Strong understanding of SLA and KPI management, performance monitoring, and operational reporting.
• Excellent problem-solving and decision-making skills, particularly in handling client escalations and operational challenges.
• Strong business acumen with the ability to identify opportunities for process improvement, efficiency, and service enhancement.
• Data-driven mindset with the ability to analyse operational metrics and translate insights into actionable improvements.
• Strong organisational and time-management skills, with the ability to manage multiple priorities and deadlines.
• Excellent written and verbal English communication skills.
• Strong presentation, negotiation, and influencing skills.
• Proficient in Microsoft Office, particularly Excel, PowerPoint, and Outlook.
• Experience using CRM, workforce management, ticketing, or other operational management systems is an advantage.