General Information

Location
Pasig- Tiendesitas
Job ID
6925
Job Category
Operations
Language Requirement
English

Description & requirements

Description
Transcom is looking for talented individuals like you to join our awesome team! Be the next Client Services Manager for our Transcom Pasig site.

Join our Transcom Family as a Client Services Manager!

The Client Services Manager will be responsible for ensuring the effective delivery of all services to the client and ensuring that those services are continually improved in the interests of the client. Through a matrix organization structure the CSM will ensure the effective coordination in their client development activities thus ensuring best practice is deployed effectively on behalf of the client in all regions. 

Reporting directly to the VP – Client Success, the Client Services Manager achieves his/her targets with the assistance of all Transcom support functions. The primary objective is to ensure continuous improvements are being implemented for the client’s business.

The primary objective is to ensure continuous improvements are being implemented for the client’s business.


Essential Duties & Responsibilities:

Client Communication

Generate and develop client presentations, data validation and first level analysis of reports to be presented to internal and external stakeholders.

Participate in leadership meetings both internally and externally. 

Effectively present business results, initiatives and other data and always represent Transcom’s core values and strengths.

Actively participate in a leadership role in all Business Reviews, Calibrations, site visits, etc. for assigned campaign(s).

Support the Account Manager of an account, or of different accounts, on issue resolution or escalations pertaining to single or multiple processes within a given line of business

within the assigned Delivery Center(s).

Acts as a primary interface of operations on escalated issues and provides status of issue inquiries, updates and resolutions to the Account Manager, or Director.

Document and effectively communicate all initiatives, new processes or enhancements prepared in collaboration with Operations, Training, Quality, Client Services, Client

Operations, Development, etc.

Ensure continual alignment with Account Manager, Director of Client Operations and Director of Operations.

In partnership with Operations document and provide Root Cause Analysis documentation to appropriate internal and external stakeholders.


Reporting & Communication

Partners with Business Manager on KPI data

Analyze reports and provide trending and analysis as appropriate on performance delivery, efficiency and financial goals

Partner with BM and Training/Quality on TSG, Intranet and other posted data.

Partner with Client Services, Training, Quality and Operations on TMP content and delivery.

In partnership with Account Manager design and propose service performance and customer satisfaction surveys to provide relevant feedback to the Delivery Center(s), the

Executive Team, the Leadership team, Operations and clients


Service Delivery & Performance

Review and understand KPI performance of an assigned account(s) and partner with Business Managers, Training and Quality on the committed performance criteria.

Partner with the Business Managers, Training and Quality on action plans and root cause analysis.

Partner with Business Manager on completion and closure of all RCAs and ensure constant communication on status with Account Manager and client.

Schedule regular check-point meetings with Business Manager to review status of RCAs and KPIs and handle actual reporting to Account Manager, Directors of Client

Operations and Operations as well as clients.

Schedule regular discussions on strategy and tactics with Account Manager.

Partner with POCs in other functional groups or other campaigns to share best practices and identify opportunities for efficiency and excellence.

Cascade all client feedback and inputs to Operations


What we are looking for:

To be successful in this role you must…


Educational Background:

University degree or equivalent higher qualification


Work Experience:

Have a proven and successful track record of effective leadership within CRM sphere within a customer services and consumer marketing environment.

CMS experience will be valued. 

Have Client Relations and Sales contact experience


Skills Requirements:

Excellent communication skills (both written and oral) as well as interpersonal and relationship building skills.

Preferably with experience in multinational company in a multi-cultural setting.

Working knowledge of the principles and practices of industries relevant to the client supported and Transcom’s growth goals.

Regularly applies principles, theories and concepts, and has the ability to determine a course of action based on these guidelines or operational requirements.

Strong leadership, consulting and organizational commitment

Proven ability to work successfully in a team environment.

Computer literate with basic knowledge of financial planning and analysis, forecasting using spreadsheets

Highly organized and detail oriented.

High level of maturity and sense of responsibility

Highly analytical and must be results-oriented with a strong foundation of integrity

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

  • Day 1 HMO
  • Meal & Transportation Allowance
  • Rice Subsidy
  • Clothing Allowance
  • 24/7 Teleconsult
  • Free Psychologist Consultation
  • In-house & Online Pharmacy
  • Scholarship Program
  • Retirement Fund
  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)
  • Loyalty Incentives
  • Accidental & Life Insurance
  • Free Shuttle Service

What Life at Transcom is like!

 At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.


We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.