Operations SME/Team Lead | Eastwood | Onsite

The Client Experience Account Manager is responsible to oversee the operation of the assigned clients and ensuring the quality delivery of the Microsourcing services. The CE AM is the main point of contact of the client in dealing with all Microsourcing Departments and or services. Assist the clients in the setup of their Philippines operation and drive growth in the client operation.

Strategy

• Responsible for overseeing a set of specific clients and delivering the following: EBITDA, Client Growth, Reduced Attrition, Client Net Promoter Score and Employee Net Promoter Score.
• Assist the clients in setting up their Philippines operations and implement performance management, rewards and recognition, engagement activities, employee development plans and business continuity.
  
  

Growth And Client Experience

• Expand the size of operation of the clients by closely working with them and understanding their business needs. Assist in reviewing their operation- structure, processes, policies and introduce necessary improvements.
• Deliver the growth targets for both existing and new clients. Continue to identify opportunities for growth.
• Work closely with the different departments responsible for the delivery of the services in the site.
  
  

Cost And Site Management

• Maintain account details, keep track client requests and provide inputs to client billings that are accurate and on time.
  
  

Health & Safety of our People

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training and compliance requirements and professional development opportunities.
  
  

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as discussed with the immediate supervisor to meet the ongoing needs of the organization.