Client Services Manager

Qualifications:

Applicants must meet the following minimum requirements:

• Leadership Experience: At least 5 years of progressive leadership or management experience in client services, account management, BPO operations, or a closely related field.
• Industry Knowledge: Strong background in financial services, wealth management, BPO, or a closely related industry is preferred.
• Client Relationship Skills: Proven track record of building and maintaining long-term, trust-based client relationships.
• Team Development: Demonstrated ability to coach, mentor, and develop high-performing teams.
• Performance Management: Experience conducting evaluations, implementing training programs, and improving team productivity.
• Business Development: Familiarity with client acquisition, revenue growth strategies, and cross-department collaboration.

Job Duties and Responsibilities:

• Lead and manage client relationships to ensure the delivery of exceptional service.
• Provide effective leadership to the client services team, fostering a culture of collaboration, accountability, and continuous improvement.
• Strategically allocate resources and workload to optimize team performance and productivity.

• Conduct comprehensive performance evaluations for team members, offering constructive feedback and guidance for professional development.
• Develop and implement tailored training and development plans to enhance team members' skills and competencies.
• Monitor and manage staff workload to maintain a healthy balance and prevent burnout, while identifying opportunities for career growth and advancement within the team.

• Serve as the primary point of contact for clients, building and maintaining strong, trust-based relationships.
• Regular check-in meetings with clients to assess satisfaction levels, address concerns, and identify opportunities for service improvement.
• Proactively anticipate and resolve client issues or challenges, ensuring a seamless and positive experience throughout the client journey.

• Collaborate closely with the People & Culture partner to facilitate smooth on-boarding processes for new clients and team members.
• Develop and deliver comprehensive training programs to equip new hires with the knowledge and skills required to excel in their roles.
• Continuously assess and refine on-boarding and training processes to ensure effectiveness and relevance in meeting evolving business needs.

• Conduct thorough screening interviews to assess candidates' suitability for client engagement roles, ensuring alignment with client expectations and organizational values.

• Collaborate closely with the Levera Business Development Manager to identify opportunities for client acquisition and revenue growth.
• Provide insights and feedback based on client interactions to inform strategic business development initiatives and marketing strategies.

• Identify staffing needs and skill gaps within the client services team, collaborating with HR to attract and onboard top talent.
• Develop and implement recruitment strategies to source, attract, and retain high-performing individuals who align with Levera's values and culture.

• The EMPLOYER reserves the right to assign any additional or other duties to the Employee as deemed necessary, with or without specific terms and conditions.