Director of Client Services

The Opportunity

The Client Services Director leads executive client relationships for a portfolio of Domestic Philippines and ANZ accounts. You own governance, retention, and growth—partnering with Operations, Solutions/Transition, Finance, and Commercial teams to deliver contractual outcomes, resolve escalations, and expand scope through consultative value creation.

The Responsibilities & Duties

Client Leadership, Governance & Retention:

• Own executive client governance and retention for Domestic and ANZ accounts—driving sponsor alignment, running WBR/MBR/QBR cadence, and leading escalations to closure with clear corrective actions.Growth, Expansion & Value Creation

• Deliver profitable growth by building and converting a qualified expansion/renewal pipeline—shaping value cases with BD/Solutions and owning commercials with Finance/Legal/Commercial across Domestic and ANZ clients.Service Delivery Partnership (Client–Operations Alignment)

• Translate client priorities into executable delivery—aligning scope, resourcing, and success measures with Operations and leading transitions/changes with disciplined change control to achieve SLA and outcome targets.

Commercial, Financial & Contractual Stewardship:

• Protect contract and margin integrity by enforcing scope/SLA/change governance, forecasting with Finance, ensuring billing accuracy, and proactively managing profitability risks (volume/mix, shrinkage, seasonality, FX where applicable).

Risk, Compliance & Stakeholder Management:

• Lead risk and compliance governance across Domestic/ANZ accounts—ensuring TP/client security and regulatory adherence, anticipating performance/continuity risks, and driving cross-functional resolution with concise executive communication.

People Leadership:

• Build a high-performing Client Services team by coaching leaders, setting clear priorities, and installing a disciplined operating rhythm for client communications, action tracking, and pipeline governance.

The Qualifications

Required Experience & Qualifications:

• Education: Bachelor’s degree required; MBA/Master’s a plus.

• Experience: 10+ years BPO/BPM/shared services with strong client-facing accountability; 5+ years in client services/account leadership.

• Market exposure: Proven experience supporting Domestic PH and/or ANZ clients, including cross-time-zone governance and stakeholder expectations.

• Commercial track record: Managed renewals/expansions and complex, multi-site or multi-service accounts with contract rigor.

Required Skills & Competencies:

• Executive client leadership: Builds sponsor trust, influences decisions, and steers high-stakes escalations.

• Commercial acumen: Understands pricing, contracts, and margin drivers; links decisions to financial impact.

• Consultative growth: Discovers needs, shapes solutions, and sells value tied to measurable outcomes.

• Operational fluency: Knows delivery levers (WFM, quality, training, process, tech) and mobilizes cross-functional teams.

• Change/program leadership: Leads transitions and change governance with disciplined planning and communications.

• Analytics & storytelling: Synthesizes performance data into clear executive narratives and actions.

• Matrix leadership & communication: Drives alignment across functions/time zones with crisp written and verbal comms.

Preferred / Advantageous:

• Experience with regulated environments and strong compliance rigor.

• Exposure to digital CX (automation, analytics, AI, omnichannel) and ability to position these capabilities.

• Multi-country or multi-site governance experience; familiarity with PH and ANZ service culture/procurement.

Key Interfaces:

• Internal: Client Services leadership, Operations, Solutions/Transition, Commercial, Finance, WFM, Quality/Training, HR, IT/Security/Compliance, Legal/Procurement.

• External: Client executive sponsors and functional leaders (CX/Operations, Digital/IT, Finance, Risk/Compliance, Procurement).