Client Services Manager

About the role

We are seeking an experienced and results-driven Client Services Manager to oversee client relationships, ensure service delivery excellence, and drive client satisfaction within the BPO industry. The ideal candidate will serve as the primary point of contact for assigned clients, manage client expectations, oversee service performance, and collaborate with internal operations teams to ensure contractual commitments and business objectives are consistently achieved.

Key responsibilities

• Serve as the primary liaison between clients and internal operations teams
• Build and maintain strong, long-term relationships with key client stakeholders
• Conduct regular business reviews, performance discussions, and client meetings
• Proactively address client concerns, escalations, and service-related issues
• Ensure service delivery meets agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Collaborate with Operations Managers and other departments to address performance gaps
• Monitor account performance and recommend continuous improvement initiatives
• Manage assigned client accounts and ensure successful delivery of contracted services
• Identify opportunities for account expansion, upselling, and additional business opportunities
• Act as the escalation point for critical client concerns and service delivery challenges

About you

• Bachelor's degree in Business Administration, Management, Communications, or a related field
• At least 5 years of experience in the BPO industry, including a minimum of 2 years in client services, account management, client relationship management, or a similar leadership role
• Proven experience managing client accounts and maintaining relationships with external stakeholders
• Strong understanding of BPO operations, SLAs, KPIs, and service delivery processes
• Experience conducting business reviews, managing client escalations, and coordinating cross-functional teams
• Excellent communication, negotiation, presentation, and interpersonal skills
• Strong problem-solving, analytical, and decision-making abilities
• Ability to manage multiple client accounts and competing priorities in a fast-paced environment