Client Services Manager II at VBP

City of Cebu, Cebu, Philippines -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

03 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Performance Management, Client Engagement, Attrition Management, Absenteeism Management, Leave Management, Negotiation, Decision-Making, Time Management, Organizational Skills, Feedback Delivery, Training Needs Analysis, Client Relationship Management, Service Delivery Management

Industry

Financial Services

Description

Overview of the Role The purpose of the Client Services Manager (CSM II) is to motivate, inspire, and support the team members. The CSM II encourages, nurtures, mentors, and ensures that the team members are set up for success to provide great outcomes for VBP’s clients. The CSM II aids the ability to conduct operations to the highest standards without being operationally technical themselves. Major Responsibilities Leads 20-24 Team Members; 7-10 Client Engagements, across different lines of business/disciplines and or Special Project Team members Responsible for the management of attrition, absenteeism, and leave. Responsible for completing progress reviews and co-creating a career development plan with team members. Responsible for effective Performance Development and Performance Management needs. Provides coaching and feedback to all team members. Effectively embeds leadership framework. Conducts regular touch base meetings and huddles with Team Members, identifying improvement areas and highlighting achievements; and Conducts and reports Training Needs Analysis in collaboration with L&D and Client Experience Team. Serves as the first point of contact for Clients and is responsible for each engagement. Supports and monitors the success of new task transitions and team member promotions. Manages contributing factors to client churns and calls out challenges that will require corrective actions Leads Client Performance Reviews and Escalations Discussions Lodges and is responsible for client-initiated team member travel requests Tracks and manages key metrics to support Team Member development, management and leadership, to ensure retention and development of Team Members Responsible for the delivery of service commitments to Client, based on the Client contract, SLAs and internal scorecards. Drives Team Member engagement with CSR Activities and Environmental Consciousness initiatives that support acquiring and maintaining B Corp certification; and Establishes and contributes to the creation of the VBP Knowledge Tool in collaboration with the Client Experience Team. Proven work experience as a supervisor or similar role Excellent communication and leadership skills Organisational, decision-making and time management skills Confidence and skillful negotiation skills Managing performance 500K per incident HMO coverage + Dental & Optical benefits 2-week paid Christmas vacation Electricity & Data subsidies 25K Educational Assistance Training and equipment will be provided Fixed Schedule of Mon-Fri from 7 AM to 4 PM

Responsibilities

The Client Services Manager II is responsible for leading a team of 20-24 members across multiple client engagements, focusing on motivating, mentoring, and ensuring high operational standards without being technically operational themselves. Key duties include managing team performance, attrition, career development, serving as the primary client contact, and ensuring service commitments are met according to contracts and SLAs.