Client Services Manager II
VBP View all jobs
- Cebu City, Cebu
- Permanent
- Full-time
- Leads 20-24 Team Members; 7-10 Client Engagements, across different lines of business/disciplines and or Special Project Team members
- Responsible for the management of attrition, absenteeism, and leave.
- Responsible for completing progress reviews and co-creating a career development plan with team members.
- Responsible for effective Performance Development and Performance Management needs.
- Provides coaching and feedback to all team members.
- Effectively embeds leadership framework.
- Conducts regular touch base meetings and huddles with Team Members, identifying improvement areas and highlighting achievements; and
- Conducts and reports Training Needs Analysis in collaboration with L&D and Client Experience Team.
- Serves as the first point of contact for Clients and is responsible for each engagement.
- Supports and monitors the success of new task transitions and team member promotions.
- Manages contributing factors to client churns and calls out challenges that will require corrective actions
- Leads Client Performance Reviews and Escalations Discussions
- Lodges and is responsible for client-initiated team member travel requests
- Tracks and manages key metrics to support Team Member development, management and leadership, to ensure retention and development of Team Members
- Responsible for the delivery of service commitments to Client, based on the Client contract, SLAs and internal scorecards.
- Drives Team Member engagement with CSR Activities and Environmental Consciousness initiatives that support acquiring and maintaining B Corp certification; and
- Establishes and contributes to the creation of the VBP Knowledge Tool in collaboration with the Client Experience Team.
- Proven work experience as a supervisor or similar role
- Excellent communication and leadership skills
- Organisational, decision-making and time management skills
- Confidence and skillful negotiation skills
- Managing performance
- 500K per incident HMO coverage + Dental & Optical benefits
- 2-week paid Christmas vacation
- Electricity & Data subsidies
- 25K Educational Assistance
- Training and equipment will be provided
- Fixed Schedule of Mon-Fri from 7 AM to 4 PM