ROLE OVERVIEW

The Client Services Director is a senior leadership role responsible for driving the performance, culture, and client experience of all offshore teams across the Satellite Office Manila site. Reporting directly to the Country Manager, this role takes full ownership of the Client Services function — overseeing day-to-day operations, leading cross-functional initiatives, and acting as the primary point of accountability for client retention, satisfaction, and organic growth.

This is a high-impact, high-visibility position suited to a commercially minded leader who thrives in a fast-paced, client-centric environment and brings extensive experience from senior roles in BPO, offshore staffing, or managed services.

KEY RESPONSIBILITIES

Client Services & Account Management

• Build a deep understanding of each client's business model, offshore team objectives, and success metrics

• Respond to client queries, service requests, and escalations in a timely and professional manner

• Create and present Quarterly Business Reviews (QBRs) for key accounts, including data, analytics, and actionable recommendations

• Coordinate and utilise client feedback to drive continuous service improvements

• Conceptualise, manage, and deliver internal and client-facing projects

• Proactively identify and implement initiatives to improve operational efficiency of Manila-based teams

• Build and manage a robust reporting framework — including automated analytics, regular stakeholder meetings, and clear reporting cadences

• Assist with the development and documentation of operational processes, policies, and procedures

• Support all clients with preparation for site visits and due diligence trips

• Own procurement and asset tagging processes across the organisation

• Partner with the Finance team to ensure accurate and timely invoicing of all client purchases

Performance Improvement & Management

• Lead, coach, and motivate the Client Services team to build a high-performance culture

• Champion a client-centric mindset across all Manila-based teams

• Establish and maintain an effective operating rhythm for the Client Services function, in coordination with all support departments

• Own performance measurement for the Client Services team — including KPI tracking, commentary, root cause analysis, and performance improvement planning

Business Development & Inside Sales

• Prepare for and support potential client visits and due diligence trips

• Present Satellite Office and its service offering to prospective clients during onsite visits and sales calls

• Monitor clients' onshore operations and evolving talent needs to identify organic growth opportunities

Leadership, Training & Development

• Design and implement people strategies that build capability, engagement, and career growth within the team

• Create and embed a structured capability improvement programme for Client Services team members

• Provide coaching, training, and guidance support to site leadership on performance management and disciplinary matters

• Manage site office administration to ensure facilities and technology do not disrupt daily operations

Employee Engagement & Culture

• Champion an engaging workplace culture that reflects Satellite Office's values and client-first philosophy

• Drive reward and recognition programmes across the site

• Lead employee engagement and cultural transformation initiatives

• Build and sustain a collaborative culture across departments and all levels of seniority

• Partner with senior leaders to develop commercially minded engagement strategies

PERSON SPECIFICATION

Essential Experience & Qualifications

• Extensive senior leadership experience in a BPO, offshore staffing, or managed services environment

• Proven track record managing client relationships at a strategic and operational level

• Strong background in performance management, reporting, and data-driven decision making

• Demonstrated experience in project management across complex, multi-stakeholder environments

• Experience designing and delivering people capability and engagement programmes

Skills & Attributes

• Excellent written and verbal English communication skills

• Highly proficient in MS Office applications; comfortable with operations-related technologies and reporting tools

• Results-driven and detail oriented, with strong organisational skills and a proactive mindset

• Strong people leadership skills — able to motivate, develop, and hold teams accountable

• Commercially aware with the ability to identify and act on organic growth opportunities

• Assertive and credible communicator with clients, senior management, and stakeholders

• Takes ownership and works independently without close supervision

• Transparent and proactive in all client and internal communications