Client Services Director (Mandarin Speaker)

About the role

The Client Services Director serves as the primary point of contact for the client and is responsible for the successful operation of all programs. The role involves planning, developing and managing several client projects at once, including setting schedules, scope and budget, and directing team members to meet client and company objectives. It is open to Mandarin speakers.

Key responsibilities

• Determine a project's schedule, scope and budget and direct team members to deliver the specifications.
• Define departmental operating budgets and handle resource, risk and scope management.
• Manage client expectations and work with internal partners such as operations staff and sales to improve service levels.
• Communicate regularly with each stakeholder throughout a project to maintain relationships and delivery.
• Determine short- and long-term resource needs, build and manage teams and assign responsibilities.

Required profile

• Bachelor's degree, postgraduate diploma or master's degree in Business Studies, Administration, Management, Commerce, Economics, Finance, Accountancy, Banking or equivalent.
• Very strong orientation in high-level client services and account management.
• 8-10 years of cumulative relevant experience in a BPO call center environment, including at least 2 years in a director capacity.
• 3-5 years of client services management experience.
• Experience handling a diverse client portfolio and managing multiple clients.
• Willingness to work graveyard or shifting schedules when necessary and to travel to IBEX locations in the Philippines or internationally.

Required skills

• Excellent verbal and written communication skills.
• Exceptional problem-solving and negotiation skills.
• Good customer service orientation.