Senior Director – Client Services

Job title: Senior Director – Client Services
Location: Orange County, California
Experience:  10+ years of experience
No of Openings: 1

(Applicable only for candidates living or willing to relocate or in a travel distance of one or two hours from Orange County)

Summary:

• We are looking for a seasoned Client Services Leader with strong track record in delivering operational performance and managing client relationships within our existing services portfolio.
• This senior role would be responsible for client portfolios in their assigned sites/programs and overall accountability for the delivery of client strategy at their site/location. “A Passion for People” is key. In addition, they would be accountable for the financial performance of their portfolio

Roles and Responsibilities:

• As a Client Services lead, you would be responsible to manage a portfolio of client accounts ensuring profitability, quality service delivery, and client satisfaction
• Client delivery performance: Manage a team of operational leaders in support to ensure the fulfilment of all commitments to the client
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
• Develop strong rapport with clients, business partners and internal business partners by providing support, information, and guidance, researching, and recommending new opportunities
• Establish strong relationships with clients. Lead periodic reviews with clients, including MBRs, QBRs, etc.
• Manage the portfolio P&L and drive invoicing and cash collection according to contractual agreements
• Drive operational improvements, including optimizing resource allocation across teams, measuring progress against business goals
• ·Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, HC, hiring, etc.)

Required Skills:

• 10+ years of experience in BPO Operations management with client-facing roles
• Significant experience in client-facing aspects such as presentations, reviews, and negotiations
• People management experience, having managed teams and organizations at multiple levels
• Experience in contact center performance optimization and KPI management.
• Comprehensive working knowledge of outsourcing contract structures and pricing mechanisms
• Ability to connect and work with business, procurement, and vendor management organizations across multiple functions

Desired Skills:

• The ideal candidate will be an experienced Client Services professional with a proven track record of driving net new business and managing executive-level relationships.