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. Follow us on LinkedIn to know about our latest job openings! Submit the form below to apply

Name(Required) Email(Required) Phone(Required)Are you a citizen of the USA?(Required)YesNoIf No, do you have a valid visa/work authorization to work in the USA?(Required)YesNoDo you have 10+ years of experience in BPO Operations management with client-facing roles(Required)YesNoDo you have experience in contact center performance optimization and KPI management?(Required)YesNoCurrent Location Are you willing to relocate/travel if you are not in Orange County?(Required)YesNoNot applicableAttach Resume(Required)Accepted file types: pdf, docx, doc, Max. file size: 10 MB.

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