Overall Purpose of the Job Client Services Manager plays a leadership role in managing and developing business and operational support capability, including growth opportunities from existing client relationships Effectively manage projects, change, process and continuous improvement activity Translate change to business-as-usual process through Change Management Process and initiate and develop continuous process improvement Key Responsibilities Support and develop strong business relationship with clients Establish regular one-on-one contact in order to foster strong commercial relationships with key client influencers and decision makers Establish a clear understanding of the client's strategic drivers to be communicated to The Management Identify and make recommendations on strategic value-adds for the client Develop and implement a strategic client management plan to ensure the ongoing success of the program/account Work with the Operations Management to resolve all client issues quickly and effectively Support commercial governance processes Negotiate commercial outcomes with the clients and where appropriate escalate to the GMO / GM / GMCR Maintain all written client correspondence including ad-hoc agreements that fall outside of the contractual requirements Lead the invoicing process alongside with the Call and Resource and Reporting Team Oversee reporting to ensure internal stakeholders are clearly aware of client business drivers that may not be defined within the contract Change Management of business activity and projects Responsible for the planning, implementation, operation and execution of the Change Management process. Manages, drives and coordinates all activities necessary to control, track and audit Changes. Leads and drives the Change Management function ensuring the participation and involvement Ensures Change status, progress and issues are communicated to the appropriate groups. Process Management and Continuous Improvement Identify business process challenges by analyzing process data and metrics Facilitate teams to critically review current processes for effectiveness, quality and simplification. Actively engaging, collaborating and partnering with different business units (internally and externally, clients) to optimise outcomes for Stellar and for our clients Develop and implement process solutions to improve operational efficiency. Required Qualification and Work Experience Minimum of 3 years experience in Operations Management or Client Relationship Management role University graduate or equivalent combination of education and experience Strong business acumen to contribute and assist the program's growth Excellent verbal, interpersonal and communication skills required to communicate efficiently with Operations, Management Team and Clients. Good grasp and experience in understanding business strategies, tactics and cadence in BPO setup Good understanding in account and client relationship management Experience in demonstrating data analysis that can equip Operations / Management / Client in creating business strategies Strong organizational skills and ability to handle multiple priorities. Show more Show less