Senior Account Manager (Sr. Client Services Manager)
Transcom Pasig Full-time
Job description
Transcom is looking for talented individuals like you to join our awesome team! Be the next Senior Account Manager for our Transcom Pasig site.
Join our Transcom Family as an Senior Account Manager!
The Senior Account Manager (Sr. Client Services Manager) serves as the strategic owner of the client partnership within Transcom, operating as the primary executive interface between Transcom and client stakeholders on-site in Manila. This role is accountable not only for client satisfaction, but also for commercial performance, operational alignment, and long-term account growth.Acting as a trusted advisor to both the client and internal leadership, the Senior Account Manager drives business outcomes, operational excellence, and continuous improvement initiatives across the engagement. This individual brings a strong command of contact center operations, data-driven decision-making, and executive communication to influence strategy and deliver measurable value.
Essential Duties & Responsibilities:
Client Leadership & Strategic Partnership- Serve as the primary on-site representative and strategic liaison to client vendor leadership
- Build and maintain C-level and senior stakeholder relationships, establishing credibility and trust
- Lead Executive Business Reviews (EBRs/QBRs) with data-backed insights, forward-looking strategies, and transformation initiatives
- Identify and drive revenue growth opportunities, including scope expansion, upselling, and new service offerings
- Own end-to-end account performance, including KPIs, SLAs, customer experience, and financial outcomes
- Analyze trends and performance data to deliver actionable insights and recommendations to both client and internal stakeholders
- Partner with Operations to ensure delivery excellence and continuous performance improvement
- Proactively identify risks and implement mitigation strategies before escalation
- Act as the bridge between client expectations and operational execution, ensuring full alignment
- Lead cross-functional initiatives involving Operations, WFM, Quality, Training, and Support teams
- Oversee governance frameworks including: ○ Risk Assessments ○ COPC standards compliance ○ ABRs / QBRs ○ Client audits (SSR, CCSR, etc.)
- Drive process improvements and transformation initiatives that enhance efficiency and customer experience
- Lead all on-site client interactions, including business reviews, workshops, and performance discussions
- Manage client visits, action planning, and follow-through accountability
- Act as the first point of escalation, ensuring timely and effective resolution
- Monitor and influence account financials, including revenue, margin, and cost optimization
- Support forecasting, budgeting, and business case development for new initiatives
- Align delivery with contractual commitments while identifying opportunities to exceed expectations
What we are looking for:
To be successful in this role you must…
Educational Background:
- Bachelor’s degree required; MBA or advanced degree preferred
Work Experience:
- 5–8+ years of experience in BPO/contact center leadership roles
- 5+ years of client-facing experience, with exposure to director-level and above stakeholders
- Proven track record of: ○ Managing large, complex enterprise accounts ○ Driving client satisfaction, retention, and revenue growth ○ Leading cross-functional initiatives and operational improvements
- Experience working with global clients or Fortune 500 organizations preferred
- Strong analytical and reporting capabilities (advanced Excel, BI tools, etc.)
- Willingness to travel up to 25%
Skills/abilities:
- Strong Communication Skills: Excellent written and verbal communication skills are essential for effective client interaction, team collaboration, and reporting.
- Organizational Skills: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
- Client-Focused Approach: A customer-centric mindset with a dedication to understanding and meeting the needs of clients.
- Analytical Abilities: Proficiency in data analysis and the ability to derive insights from complex datasets to inform decision-making and strategy.
- Interpersonal Skills: Strong relationship-building abilities with the capacity to establish rapport, trust, and credibility with clients and internal stakeholders.
- Problem-Solving Skills: Aptitude for identifying issues, proposing solutions, and resolving conflicts in a professional and diplomatic manner.
- Leadership Capabilities: Ability to lead and oversee various initiatives, collaborate with cross-functional teams, and drive results.
- Adaptability and Flexibility: Capacity to adapt to changing priorities, client needs, and organizational dynamics, with a proactive and solution-oriented approach.
- Client-Facing Experience: Previous experience in client-facing roles, preferably at director level or above, demonstrating the ability to manage relationships and drive client satisfaction.
- BPO/Contact Center Experience: Knowledge of BPO or contact center operations, processes, and best practices.
- Passion for Client Success: A genuine passion for delivering exceptional service to clients and contributing to their success and satisfaction.
- Team Player: Ability to work collaboratively in a team-based environment, supporting colleagues, and contributing to a positive work culture.
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 providing 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
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.
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