Client Services Senior Director

About the Company

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My client is a leading global contact center and customer engagement solutions provider in the BPO industry, dedicated to delivering exceptional customer experiences. As a trusted partner to some of the world's most recognized brands, they specialize in innovative solutions across customer service, sales, and receivables management in industries such as telecommunications, insurance, healthcare, and retail. With a workforce of 10,000 employees spanning the US, Philippines, and Mexico, they are on a strong growth trajectory.

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Their culture is built on integrity, passion, innovation, and accountability. By fostering a collaborative and inclusive environment, they empower their employees to deliver exceptional results while driving business success and making a meaningful impact in their communities.

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Position Purpose

The Senior Director of Client Services plays a critical role in developing, nurturing, and growing strategic client partnerships while overseeing a portion of the Global Client Services team. This position is responsible for driving revenue growth, ensuring financial performance, and spearheading client engagement strategies that align with both client objectives and organizational goals. The role will primarily focus on the Philippines market, overseeing high-value client programs and working closely with internal teams to ensure seamless execution and operational success.  There is opportunity to take on more international responsibilities as the role grows.

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Location – Quezon City

Working Conditions – Office Based

Night Shift

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Key Responsibilities

• Strategic Client Management: Develop and sustain strong business relationships with key industry players, ensuring alignment with client strategies and business goals.
• Revenue Growth & Expansion: Identify and capitalize on opportunities to expand business within existing client relationships, positioning the company as a long-term strategic partner.
• Financial Performance & Contract Oversight: Ensure the profitability of client contracts by collaborating with finance and internal stakeholders to evaluate terms, negotiate adjustments, and optimize performance.
• Leadership & Team Development: Provide oversight, mentorship, and professional development opportunities for the Client Services team to build bench strength and ensure high-quality client engagement.
• Operational & Cross-Functional Collaboration: Partner with Operations, Training, IT, Security, and other key teams to drive performance improvements, mitigate risks, and enhance service delivery.
• Performance & Process Optimization: Stay attuned to industry trends and client developments to continuously refine business strategies and execution. Lead initiatives that drive efficiencies, reduce costs, and enhance customer experience.
• Client Presentations & Business Solutions: Prepare and present data-driven client performance readouts, providing insights and value-added solutions that drive business success.
• Project & Implementation Leadership: Sponsor and oversee the execution of new client initiatives, ensuring seamless implementation and operational readiness.
• Technology & Innovation: Partner with IT and technology teams to leverage cutting-edge solutions that enhance service delivery and optimize client engagement.
• Process Improvement & Best Practices: Assess team capabilities and implement strategic improvements to increase efficiency, elevate client strategy execution, and cross-pollinate best practices across programs.
• Team Leadership in the Philippines: Act as a trusted leader on the ground in the Philippines, providing in-person oversight, mentoring, and ensuring successful execution of client programs across multiple locations.

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Qualifications & Experience

• Strong leadership experience in a contact center or BPO environment, with a proven track record in client services, account management, or business development.

• Experience managing large accounts and multiple clients with a focus on customer retention and revenue growth.

• Proven leadership skills, including the ability to mentor and develop high-performing teams.

• Strong strategic thinking, problem-solving, and analytical abilities to drive client success and operational excellence.

• Exceptional communication and negotiation skills, with experience presenting to senior executives and stakeholders.

• Proficiency in Microsoft Office Suite, CRM tools, and data-driven decision-making.

• Experience in sales, contract negotiations, and process improvement initiatives preferred.

• Strong preference for candidates with tenure and stability in previous roles—this is a senior-level position requiring demonstrated expertise.

• Ability to travel as needed, including overnight travel.

• Industry Experience: While telecommunications experience is preferred, candidates with strong BPO and contact center backgrounds will be considered. Experience with sales programs is an advantage.

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Why Join?

• Lead high-impact, strategic client relationships in a dynamic and growing BPO organization.

• Work with a collaborative, innovative, and performance-driven leadership team.

• Drive real business impact by shaping the future of client engagement and operational excellence.

• Opportunities for career growth and leadership development within a global organization.

• Be part of a high-visibility role with direct engagement with company leadership and key stakeholders.

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