Job Details
Role & Summary
We are looking for a seasoned Client Services Leader with strong track record in delivering operational performance and managing client relationships within our existing services portfolio.
Title : Senior Director Client Services
Location : Orange County, California
(only for candidates living or willing to relocate or in a travel distance of one or two hours from Orange County)
Reporting : Senior Vice President Client Services
This senior role would be responsible for client portfolios in their assigned sites/programs, and overall accountability for the delivery of client strategy at their site/location. A Passion for People" is key. In addition, they would be accountable for the financial performance of their portfolio.
Job Responsibilities
- As a Client Services lead, you would be responsible to manage a portfolio of client accounts ensuring profitability, quality service delivery, and client satisfaction
- Client delivery performance: Manage a team of operational leaders in support to ensure fulfilment of all commitments to the client
- Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
- Develop strong rapport with clients, business partners and internal business partners by providing support, information, and guidance, researching, and recommending new opportunities
- Establish strong relationships with clients. Lead periodic reviews with clients, including MBRs, QBRs, etc.
- Manage the portfolio P&L and drive invoicing and cash collection according to contractual agreements
- Drive operational improvements, including optimizing resource allocation across teams, measuring progress against business goals
- Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, HC, hiring, etc.)
Desired Skills:
The ideal candidate will be an experienced Client Services professional with a proven track record of driving net new business and managing executive level relationships.
In addition, the ideal candidate will possess the following skills and experience:
- 10+ years of experience in BPO Operations management with client-facing roles
- Significant experience in client-facing aspects such as presentations, reviews, and negotiations
- People management experience having managed teams and organizations at multiple levels
- Experience in contact center performance optimization and KPI management.
- Comprehensive working knowledge of outsourcing contract structures and pricing mechanisms
- Ability to connect and work with business, procurement, and vendor management organizations across multiple functions
EEO Statement: Movate provides equal opportunity in all our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities, and activities may change at any time with or without notice.