Client Services Manager – Travel and Hospitality

Gratitude Inc

3 Views

1 hour ago

2-3 Year(s)

Manila

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Job Description

Key Skills

Travel and Hospitality Client Services Manager coaching, training and performance

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Job Overview

We are looking for an experienced Client Services Manager to manage client relationships, service delivery, and account performance within a Travel and Hospitality program. The ideal candidate will have a strong background in Client Services Management or Account Management, Finance and Billing Operations, and Statement of Work (SOW) management in a BPO/contact center environment.

This role requires excellent client communication, people management, financial operations knowledge, and the ability to ensure service quality, contractual compliance, and operational excellence.

Key Responsibilities

Manage and develop customer service teams through coaching, training, mentoring, and performance feedback.
Monitor team and individual performance metrics, identify gaps, and implement improvement plans.
Establish and maintain quality assurance processes to improve service delivery and operational performance.
Build strong client relationships and manage account expectations, service requirements, and escalations.
Collaborate with department heads and internal stakeholders to optimize workflows and implement process improvements.
Manage Finance and Billing Operations, ensuring accuracy, efficiency, and compliance with business requirements.
Review, interpret, and manage Statements of Work (SOWs), contractual obligations, and service requirements.
Ensure compliance with client requirements, internal policies, quality standards, and contractual commitments.
Identify operational risks and issues, implement corrective actions, and escalate concerns when necessary.
Foster a positive team environment that supports employee engagement, retention, and professional development.
Prepare and review performance reports, service metrics, and client updates.
Support account performance reviews and continuous improvement initiatives.

Required Skills and Qualifications

Minimum 3 years of experience as a Client Services Manager in a BPO environment.
At least 1–2 years of contact center supervisory experience.
Strong experience in Client Services Management or Account Management.
Proven experience in Finance and Billing Operations.
Experience reviewing, interpreting, and managing SOWs and contractual requirements.
Strong understanding of contact center metrics, reporting tools, quality assurance, and compliance.
Excellent client relationship management, stakeholder communication, and escalation handling skills.
Strong people management, coaching, problem-solving, and team development capabilities.
Experience in Travel and Hospitality is preferred.
Willingness to work onsite and on a night shift schedule.

Important Eligibility Criteria

Candidates with a background specifically aligned with Client Services Management / Account Management will be prioritized.
Strong Finance and Billing Operations and SOW management experience is essential.
Operations Manager-only backgrounds will not be considered for this position.

Work Details

Program: Travel and Hospitality
Location: MOA, Philippines
Work Setup: Onsite
Shift: Night Shift
Employment Type: Full Time

Recruitment Process

TA Interview
Operations Interview
Client Interview

Role

Account Management

Timings

Night Shift (Contract To Hire)

Industry

Banking / Financial Services / Broking

Work Mode

Work from office

Process

Voice

Functional Area

Sales / Business Development / Client Servicing

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