Client Services Manager – Travel and Hospitality

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

1. TA Interview

2. Operations Interview

3. Client Interview