Overview
Position Overview:
The Associate Director of Client Services serves as the strategic relationship owner and primary point of contact for assigned clients. This role is responsible for the successful delivery, growth, and profitability of client programs while ensuring operational excellence, financial performance, and exceptional client satisfaction.
This role will support multiple high-growth fintech clients and play a critical role in new program launches, governance, client engagement, issue resolution, and ongoing business expansion.
The ideal candidate brings a strong background in BPO operations, client services, account management, and project-based program leadership, with the ability to proactively manage client expectations, drive cross-functional execution, and identify opportunities for continuous improvement and revenue growth.
Responsibilities
Responsibilities:
- Serve as the primary point of contact and trusted advisor for assigned clients.
- Build strong client relationships while ensuring contractual commitments, service levels, and business objectives are achieved.
- Lead regular business reviews, governance meetings, and executive presentations.
- Partner with Operations, Workforce Management, Quality, Training, Talent Acquisition, Finance, and other support teams to deliver client and company objectives.
- Proactively identify risks, client concerns, and business opportunities, driving timely resolution and action plans.
- Manage client requests and strategic initiatives using a structured project management approach, including tracking deliverables, assigning owners, timelines, dependencies, and stakeholder communications.
- Support new client implementations, program launches, and operational changes.
- Ensure accurate and timely preparation, review, and submission of client invoices in partnership with Finance and Operations teams.
- Monitor account profitability, financial performance, and revenue opportunities.
- Develop and implement continuous improvement initiatives that enhance client satisfaction, operational performance, and business results.
- Prepare and distribute client performance reports, business insights, and executive-level presentations.
- Act as an escalation point for significant client issues and lead cross-functional resolution efforts.
- Serve as the host for client site visits, building trust and rapport with client stakeholders, facilitating meaningful interactions with operational leaders, and demonstrating ibex's commitment to service excellence and partnership.
Qualifications
Qualifications & Skills:
- Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, Business Studies/Administration/Management, Commerce, Economics, Finance/Accountancy/Banking or equivalent.
- Very strong orientation in high level client services and account management
- 8 years cumulative relevant experience working in a BPO Call Center environment with at least 2 years in a Sr. Manager or above capacity.
- 2 – 5 years of experience in Client Services or account management is required for this role.
- Must have handled diverse client portfolio and the ability to manage multiple clients, preferably within the fintech, banking, or financial services vertical(s).
- Experience managing client invoicing, financial reporting, budgets, or account profitability.
- Advanced proficiency in Microsoft Office, including PowerPoint and Excel strongly preferred.
- Excellent communication skills both verbally and written.
- Exceptional problem-solving skills.
- Excellent negotiation skills.
- Good customer service orientation.
- Willing to work on a hybrid set up (1x a week work from home) and ability to travel to the U.S. as needed by the business.
- Amenable to work at ibex’s Shaw site in Metro Manila.
- Ability to work the night shift during US business hours, Monday through Friday.
