Client Experience Manager | Nightshift | MOA - Pasay Site

5-10 years
19 days ago 3 Applied
Job Description

With over 7,000 professionals across 9 delivery centers in the Philippines, MicroSourcing remains the country's largest offshoring solutions provider.

Client Experience Manager, be 100% YOU with MicroSourcing!

A Client Experience Manager is expected to perform the following tasks:


1. Staff Management discipline, performance improvement, monitoring, coaching, retention
2. Client Management relationship management, coordination, client retention, client satisfaction
3. Cost Management although this is mainly a responsibility of Finance, operations should monitor resource utilization and ensure efficiency and maximization of resources

Below are the basic responsibilities of a MicroSourcing Client Experience Manager:
1. Implements the Single POC structure and helps oversee the day to day running of the accounts.
2. Manages a group of Supervisors and Specialists and continuously provides performance update and management through monthly coaching sessions, team meetings and biannual performance reviews.
3. Implements succession planning/career path development for Supervisors and Specialists.
4. Analyzes, documents, implements and monitors processes to achieve higher efficiency and effectivity rating in the different project disciplines and within MicroSourcing, particularly with the Operations department.
5. Enforce best practices that are in line with MicroSourcing's core values are implemented consistently. 6. Ensure the correct and timely implementation of the company's code of conduct and corrective action process.
7. Ensures MicroSourcing's adherence to its contractual obligations by reviewing the clients MSAs and SOWs on a regular basis. Spearhead contract renewals as applicable.
8. Ensures the timeliness and accuracy of all internal reports such as cost sheets, client reports and payroll validations.
9. Reviews the accuracy and timely submission of client costs and invoicing. Monitors timely payment of clients and coordinates with the Billings Team if there are any delays.
10. Forecasts hiring and expansion requirements of clients. Coordinates with the Supervisors and the Recruitment Team for monitoring and completion.
11. Reviews clients businesses and implement cross-selling strategies to meet expansion targets or open new ones.
12. Coordinates with the Client Implementations Team and assigns POCs for new clients to ensure requirements are all set before Go Live.
13. Creates lasting business relationships through regular client meetings and quarterly surveys.
14. Works in partnership with the different departments to address client or staff queries, requests and concerns and to exceed their expectations.
15. Investigates client complaints or concerns. Resolves problems and manages escalations that may arise from client or staff issues within a reasonable timeframe.
16. Develops and implements strategies that will help ensure and/or increase client satisfaction and retention.
17. Facilitates a supportive and fun environment through the development and implementation of employee engagement activities.

What it takes to be part of our team:
-Client Experience Expertise
-Presentation and Negotiation Skills

What's in it for you
  • Competitive Total Rewards (Compensation, HMO, Group Life Insurance, and Performance bonuses)
  • A very collaborative work culture
Find a balance between work and life that fits you. Do what you do best with MicroSourcing!
For more information, visit https://www.microsourcing.com/
*Terms & Conditions apply

JOB TYPE

Industry

Other

Function

Skills

Client Experience Manager

Education

Bachelors/ Degree

MicroSourcing Philippines Inc, is one of the leading outsourcing solutions providers in the Philippines. We specialize in setting up offshore operations for foreign clients who operate in a wide variety of industries all over the world. Our offices are located in the Eastwood City Cyberpark, Mall of Asia Complex, Bonifacio Global City, Ortigas and Cebu IT Park and form the perfect professional environment from which we can run our various projects. MicroSourcing is a fast moving and flexible company with a great international management team.

About Recruiter
Chris Loyong

Functions

Customer Service/Call Centre/BPO,
IT

Industry

ITES/BPO/Call Center

Skills/Roles

Customer Service and IT

LEVEL HIRING FOR

Junior Level,
Mid Level,
High Level

Career Advice to Find Better