Client Services Manager

Program: Travel & Hospitality
Location: MOA
Work Setup: Onsite
Shift: Night Shift
Start Date: ASAP

Job Overview

We are looking for an experienced Client Services Manager to manage and lead customer service operations for a Travel & Hospitality account. The ideal candidate will have strong experience in Client Services / Account Management, Finance & Billing Operations, SOW management, people management, and contact center operations.

Please note: Candidates with an Operations Manager background will not be considered for this role. Preference will be given to candidates with direct Client Services Management / Account Management experience.

Key Responsibilities

• Manage a team of Customer Service Representatives by providing coaching, training, and performance feedback.

• Monitor and analyze team and individual performance metrics to identify improvement opportunities.

• Implement effective quality assurance processes and provide actionable feedback to drive operational excellence.

• Collaborate with department heads to optimize workflows and implement new policies and procedures.

• Foster a positive and motivating team environment to improve employee engagement and retention.

• Identify and resolve operational issues and escalate critical concerns to senior management when required.

• Ensure compliance with client requirements, contractual obligations, SOWs, and internal policies.

• Manage client relationships and ensure delivery against agreed service expectations and contractual requirements.

• Review, interpret, and manage Statements of Work (SOWs) and operational requirements.

• Oversee Finance & Billing Operations and ensure accurate execution of billing-related processes.

• Monitor service quality, compliance, reporting, and contact center performance metrics.

Required Qualifications

• Minimum 3 years of experience as a Client Services Manager / Client Services Management role in a BPO environment.

• At least 1–2 years of Contact Center Supervisor / Customer Service Supervisor experience.

• Strong people management, coaching, and team development skills.

• Strong communication, problem-solving, and stakeholder management skills.

• Experience with contact center metrics, reporting tools, quality assurance, and compliance.

• Proven experience in Finance & Billing Operations.

• Strong Client Services Management / Account Management experience.

• Experience reviewing, interpreting, and managing SOWs.

• Experience handling financial, billing, and operational requirements.

• Travel & Hospitality industry experience is preferred.

• Willingness to work on a shifting/night schedule.

• Strong ability to manage client expectations and maintain effective stakeholder relationships.

Important Note

Former Teleperformance, PSG Global Solutions, and Majorel employees are not eligible for rehire, either directly or through third-party agencies.

Recruitment Process

1. TA Interview

2. Operations Interview

3. Client Interview

Pre-Screening Questions

• How many years of experience do you have as a Client Services Manager in a BPO environment?

• How many years of experience do you have as a Contact Center Supervisor / Operations Supervisor?

• Do you have experience in the Travel & Hospitality industry?

• What was your last drawn salary?

• What is your expected salary?