The CLIENT SERVICES MANAGER IV will focus on maintaining good relationships with Clients and improving the company's services to provide best­-in-­class customer experience by consistently or exceedingly meeting the established service level agreements (SLA) with all the clients and customers within the designated area or region. The role acts as an overall liaison of the client and the KMC business to ensure excellent service delivery is at the topmost priority to promote better partnership, confidence, growth, and compliance. As an imperative, the role must resolve issues and concerns by providing sound resolutions through a structured or data driven approach while still observing flexibility. The role maintains an effective level of business literacy and professional intuition to anticipate and address client needs.

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Hybrid work setup
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

PRIMARY ROLES AND RESPONSIBILITIES  

• Manage a Team of Operations support providing Service Delivery for assigned clients and ensuring meeting and exceeding Service Level Agreements
• To build rapport and develop a strategic relationship with client stakeholders and grasp fully the business of the clients and anticipate the needs to provide best-­in-­class customer experience through managing projects, fixing any reliability issues, tracking service metrics, and helping lead the professionals/other team members responsible for getting services delivered to clients
• Budget management for Client related operational expenses while providing the expected service delivery and ensuring accuracy of billing reports
• To learn the business model of the clients and provide value add recommendations for the retention, growth and expansion of the clients’ business.
• To maintain high level of morale and confidence in carrying out the business needs of the various Clients by being an effective liaison and providing resolution given set deadlines by efficiently leading a team, staying organized, managing conflicts and using creativity to find ways to make the service better. 

SERVICE DELIVERY

• Overall point of contact for Key Account’s concerns regarding service delivery related to contractual obligations
• Ensure achievement of day-to-day service levels, customer experience, quality measures and compliance measures
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification and implementation of operational best practices through interaction with the wider team
• Conduct Monthly Business Reviews to analyze Client performance and identify Client concerns real time. 
• Ensure KMC receives regular Customer feedback and providing timely constructive response to Management with proactive solutions / suggestions to ensure continuous improvements in workflow processes
• Ensures all escalations are resolved to the benefit of the business
• Ensure delivery of Client requirements through internal and external support
• Facilitates recurring Performance and Business Review with Management and Client Leaders. Undertake initiatives and project management plans to enhance Account Management performance, provide creative solutions to Clients and customer satisfaction (and in turn Client retention).
• Day-to-day Client relationship management
• Delivering presentations to high­level executives
• Maintaining and expanding relationships with existing clients
• Completing administrative work as required 
• Identifying and highlighting further opportunities for services and process improvements
• Ensuring Business Continuity Scope: Team Management
• Optimize the skills of the Key Accounts Team in line with the agreed framework.
• Have a well-defined Communication and Engagement model in place to ensure all Key Accounts Team members understand the performance of the business and full understanding the needs of the client
• Work with the other departments in driving added value services to enhance Client and employee satisfaction (and in turn retention) and promote better work culture environment.  

• Five (5) Years Well-established Experience with Account Management and handling Service Delivery preferably managerial or at least supervisory role.
• Well verse in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.) 
• Solid background with Project and Time Management  
• Exceptional Level of Commitment towards Customer Experience  
• Experience of working in an Outsourcing or contact centre operation
• Experienced in managing large multi­site/multi skilled contact centres

• Proficient Oral and Communication Skills  
• Strong sense of Business Acumen  
• Financially Savvy  
• Exceptional Customer Service  
• Strong Project Management  
• Time Management  
• Business and Market Trend Analysis  
• Interpersonal Skills  
• Excellent leadership, people management, communication and influencing skills at a senior level
• Ability to demonstrate achievement of business improvements
• Ability to build and maintain strong client relationships
• Ability to demonstrate been able to translate business strategy into day­to­day delivery
• Ability to manage and influence key stakeholders

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!