Oversee daily Client Success operations in Manila, supporting accounts in EMEA and North America, acting as the first point of escalation for complex client issues and service risks
Job Summary
Oversee daily Client Success operations in Manila, supporting accounts in EMEA and North America, acting as the first point of escalation for complex client issues and service risks.
Act as a player-coach by managing a portfolio of cases while mentoring team members, providing daily guidance, feedback, and coaching to improve case handling and communication.
Identify process gaps or inefficiencies and recommend improvements, help document and standardize procedures, and track and report on key metrics such as case aging, escalation volume, and turnaround times.
Matching Summary
Oversee daily Client Success operations in Manila, supporting accounts in EMEA and North America, acting as the first point of escalation for complex client issues and service risks.
Skills & Requirements
Must-have
Client Success Operations
Financial Services Operations
Client Support
Problem Solving
Team Leadership
Data Analysis
Nice-to-have
Building strong relationships
Developing people
Streamlining workflows
Global collaboration
Key Requirements
5 years of leadership experience
Bachelor’s degree in Finance, Economics, IT, or related