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Senior Director
4 months ago
Job title: Senior Director - Client Services
Location: Orange County, California
Experience: 10+ years of experience
No of Openings: 1
(Applicable only for candidates living or willing to relocate or in a travel distance of one or two hours from Orange County)
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.
* 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
Roles and 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 the 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.)
Required Skills:
* 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
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.
Submit the form below to apply
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Are you a citizen of the USA?(Required)
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If No, do you have a valid visa/work authorization to work in the USA?(Required)
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Do you have 10+ years of experience in BPO Operations management with client-facing roles(Required)
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Do you have experience in contact center performance optimization and KPI management?(Required)
YesNo
Current Location
Are you willing to relocate/travel if you are not in Orange County?(Required)
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