Client Services Manager – Travel & Hospitality

Client Services Manager – Travel & Hospitality

Location: MOA
Experience: Minimum 3 years as a Client Services Manager in a BPO environment
Work Setup: 100% Onsite
Shift: Night / Rotational Shift
Salary: Up to 110K package
Headcount: 1
Start Date: ASAP

Role Overview

We are looking for an experienced Client Services Manager with a strong BPO background, specifically in Client Services / Account Management, Finance & Billing Operations, and SOW management. The ideal candidate should have strong people-management and client-handling skills.

Key Responsibilities

• Manage and develop a team of Customer Service Representatives through coaching, training, and performance feedback.

• Monitor team and individual performance metrics and identify improvement opportunities.

• Implement quality assurance processes to drive operational excellence.

• Collaborate with department heads to optimize workflows and implement new processes.

• Maintain a positive team environment to improve employee engagement and retention.

• Identify operational issues and escalate them to senior management when required.

• Ensure compliance with client requirements, contractual obligations, SOWs, and internal policies.

• Manage client relationships and support account-management activities.

• Review, interpret, and manage Statements of Work (SOWs).

• Oversee Finance & Billing Operations and related operational requirements.

Required Skills & Experience

• Minimum 3 years of Client Services Manager experience in a BPO environment.

• 1–2 years of Contact Center Supervisor / Operations Supervisor experience.

• Strong people management, coaching, and team development skills.

• Excellent communication, problem-solving, and stakeholder management skills.

• Experience with contact center metrics, reporting, QA, and compliance.

• Proven experience in Finance & Billing Operations.

• Strong Client Services Management / Account Management experience.

• Experience reviewing and managing SOWs.

• Travel & Hospitality experience is preferred.

• Willingness to work night/rotational shifts.

Important Eligibility Criteria

Operations Manager-only backgrounds will NOT be considered. Candidates must have relevant Client Services Management / Account Management experience along with Finance & Billing Operations and SOW management experience.

Former Teleperformance, PSG Global Solutions, and Majorel employees are not eligible for rehire, either directly or through third-party agencies.

Recruitment Process

TA Interview → Operations Interview → Client Interview

Pre-Screening Questions

Please provide the following details:

1. Years of experience as a CS Manager in BPO

2. Years of experience as a Contact Center Supervisor / Operations Supervisor

3. Do you have Travel & Hospitality experience?

4. Last drawn salary

5. Expected salary

Apply Now

Interested candidates, please complete the questionnaire:

Questionnaire Link: https://myglit.com/lateral/cref/4921c192a4

Only candidates meeting the specified Client Services / Account Management requirements will be considered.