Overview of the Role
The Client Services Manager ensures excellent service delivery, strong team performance, and high client satisfaction, while also identifying opportunities for growth, retention, and operational improvement.
The role acts as the bridge between client expectations and internal execution, driving both people success and client success.
Main duties include:
- Act as the primary relationship owner for assigned clients, ensuring strong partnership and satisfaction.
- Lead and manage a team of 15–30 FTEs, driving performance, engagement, and retention.
- Monitor service delivery to ensure SLAs, quality standards, and productivity targets are consistently met.
- Conduct regular client check-ins and performance reviews to align on priorities and expectations.
- Handle client concerns, risks, and escalations with urgency and professionalism.
- Translate client requirements into clear team goals, workflows, and execution plans.
- Partner with HR and leadership on performance management, coaching, and development planning.
- Drive workforce planning and capacity management to support changing client demands.
- Identify opportunities for account growth, service improvement, or operational efficiency.
- Provide insights and updates to internal stakeholders on account health, risks, and performance trends.
Requirements
- A graduate of Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
- Proven leadership experience managing 15–30 team members in client-facing operations.
- Client relationship management experience with measurable results (satisfaction, retention, or account growth).
- Strong ability to drive performance, coach teams, and manage escalations effectively.
- Excellent communication and interpersonal skills, able to influence both clients and team members.
- Demonstrated strategic thinking and problem-solving skills.
- Ability to work under pressure and manage competing priorities.
- Experience in service delivery, operations, or account management within professional services or outsourcing environments.
- Results-oriented mindset with a strong focus on KPIs, SLAs, and quality standards.
- Analytical skills to monitor performance trends and make data-informed decisions.
Benefits
- 500K per incident HMO coverage + Dental & Optical benefits
- 2-week paid Christmas vacation
- 25K Educational Assistance
- Training and equipment will be provided
- Fixed Schedule of Mon-Fri from 7 AM to 4 PM
Skills Required
- Bachelor's degree in Business, Management, or related field (or equivalent experience).
- Proven leadership experience managing 15-30 team members in client-facing operations.
- Client relationship management experience with measurable results (satisfaction, retention, or account growth).
- Ability to drive performance, coach teams, and manage escalations effectively.
- Excellent communication and interpersonal skills, with influencing ability.
- Demonstrated strategic thinking and problem-solving skills.
- Ability to work under pressure and manage competing priorities.
- Experience in service delivery, operations, or account management within professional services or outsourcing environments.
- Results-oriented mindset with strong focus on KPIs, SLAs, and quality standards.
- Analytical skills to monitor performance trends and make data-informed decisions.
What We Do
We are an Australian company that has operations in the Philippines that provides business growth, consulting, and delivery capabilities to more than 250 of the most innovative and disruptive financial services firms across Australia. Our consulting-led approach leverages services in strategy, process improvement, intelligent automation, data analytics, and operations. We specialise in supporting financial firms, accounting practices, and mortgage brokers.
