Client Services Manager | Travel & Hospitality

Location: MOA, Pasay City

Work Setup: 100% Onsite

Shift: Night Shift / Shifting Schedule

Start Date: ASAP

Lead Client Success. Drive Operational Excellence.

We are looking for an experienced Client Services Manager to lead a customer service team supporting a dynamic Travel & Hospitality program.

This role is designed for a strong Client Services / Account Management professional who understands customer operations, financial and billing processes, client expectations, and contractual requirements.

You will work closely with internal leaders and client stakeholders to strengthen service delivery, improve team performance, manage operational requirements, and ensure contractual commitments are consistently met.

What You'll Do

- Lead and develop a team of Customer Service Representatives through coaching, training, performance management, and regular feedback.

- Monitor key contact center metrics and individual/team performance to identify trends, gaps, and improvement opportunities.

- Drive quality assurance, compliance, and operational excellence across the account.

- Partner with department heads and stakeholders to improve workflows and implement new processes, policies, and procedures.

- Build a positive, accountable team culture that supports engagement, productivity, and employee retention.

- Identify operational challenges, develop appropriate solutions, and escalate critical concerns when necessary.

- Ensure service delivery remains aligned with client requirements, contractual obligations, SOWs, and internal policies.

- Review and interpret Statements of Work (SOWs) and translate contractual requirements into operational expectations.

- Oversee and support Finance & Billing Operations, ensuring accuracy and adherence to agreed processes.

- Maintain strong client relationships and act as a trusted point of contact for account-related concerns and operational requirements.

- Prepare and communicate performance updates, business insights, and action plans to relevant stakeholders.

What We're Looking For

- At least 3 years of Client Services Manager experience in a BPO/contact center environment.

- 1–2 years or more of contact center supervisory experience.

- Strong background in Client Services Management or Account Management.

- Proven experience handling Finance & Billing Operations.

- Strong understanding of contact center metrics, reporting, QA, compliance, and performance management.

- Hands-on experience reviewing, interpreting, and managing Statements of Work (SOWs).

- Strong people leadership, coaching, and team development capabilities.

- Excellent communication, stakeholder management, analytical, and problem-solving skills.

- Experience managing client expectations and translating business requirements into actionable operational plans.

- Willingness to work onsite and on a night/shifting schedule.

Who We're Specifically Looking For

We are prioritizing candidates whose career background is centered on:

Client Services Management + Account Management + Finance/Billing Operations + SOW Management

Your experience should demonstrate the ability to manage clients, commercial/contractual requirements, financial processes, service delivery, and team performance.

Important: This is NOT an Operations Manager role. Candidates whose experience is primarily Operations Management without substantial Client Services/Account Management, Finance & Billing, and SOW management exposure will not be prioritized.