Client Services Manager (CSM) – Levera Solutions

Hiring: Client Services Manager (CSM) – Levera Solutions

Work Arrangement: Onsite [Angeles City, Pampanga]: Monday to Friday, 6:00 AM – 3:00 PM

About our Company:

Levera Solutions is an offshoring company based in Angeles City, Pampanga, specializing in administrative and support services for the Australian financial services industry. Our team is specifically trained in financial services operations and works closely with clients to provide reliable, efficient, and high-quality support tailored to their business needs. We are committed to delivering exceptional service while helping our clients streamline their operations and achieve their business goals.

About the Role:

A Client Services Manager (CSM) is responsible for:

• Acting as the primary point of contact for assigned clients, managing day-to-day communications and expectations and overall client satisfaction.
• Leading and managing service delivery performance by ensuring the team consistently meets KPIs, SLAs, and all client contractual requirements.
• Directly managing Team Leaders by providing guidance, coaching, and performance oversight. Supporting their professional development through regular check-ins, capability building, and leadership mentoring to ensure they effectively manage their teams.
• Converting client requirements into clear, actionable operational instructions, ensuring alignment across Team Leaders and staff members.
• Proactively identifying client impacting risks, issues, and opportunities, recommending solutions that enhance service quality and strengthen the client relationships.
• Managing escalations and resolving client concerns in a timely, professional, and solution-focused manner.
• Manage client engagement, ensuring regular check-ins and performance reviews, while aligning Team Leaders and staff to client expectations and supporting effective service delivery.
• Working closely with Operations, Team Leaders, and HR to ensure proper resource allocation, workforce readiness, and alignment with client needs.
• Oversee the end-to-end client lifecycle, including onboarding, handover, ongoing success management, performance reviews, growth initiatives, and offboarding.

Qualifications:

• Minimum 3–5 years of experience in client services, customer success, account management, or operations—preferably in BPO, outsourcing, or remote staffing.
• Experience working with Australian clients or Western markets highly preferred.
• Proven background managing client accounts with performance metrics, reporting, and service-level obligations.
• Experience handling escalations, performance challenges, or team coordination in an outsourcing or service delivery environment.
• Demonstrated success in improving client satisfaction, retention, or operational processes.
• Bachelor’s degree in business administration, Communications, Operations Management, or a related field preferred.
• Additional training in client management, project management, or customer experience is an advantage.
• Certifications in leadership, customer success, or operations (optional but desirable).

Benefits:

• Work Life Balance
• New Hire Welcome Merch
• Friday Free Lunch
• HMO Coverage (Upon 3rd Month)
• Quarterly Team Building
• Tenure Bonus
• Referral Bonus
• Company Christmas Gifts
• Holiday Shutdown