Job Description

The Role
We are seeking a dynamic Senior Manager / Associate Director to lead and grow our division with a focus on Client Service Operations. The role is responsible for driving budget performance, KPIs, and service excellence across customer-facing channels such as contact centers, in-person support, and live chat. This includes managing vendor relationships, fostering strong client and candidate engagement, leading continuous improvement, and ensuring frontline interactions reflect our brand values. The position also oversees team development, cross-functional collaboration, and strategic client relationship management at both local and regional levels.
Key Responsibilities
Service & Operations Leadership

• Oversee end-to-end delivery of frontline services, ensuring service excellence across all channels.
• Achieve and exceed team and project KPIs and performance targets. Serve as the key escalation point for complex operational or service delivery issues.
• Lead continuous improvement initiatives to enhance service quality, customer satisfaction, and operational efficiency.
• Ensure delivery service remains compliant with client contracts, company policies, and regulatory standards.
• Ensure adherence to contractual terms, service-level agreements (SLAs), and key performance indicators (KPIs).

Client Relationship Management

• Build and maintain strong business relationships with clients, acting as the main point of contact for service performance, contract renewals, and commercial negotiations.
• Initiate and lead regular business reviews with clients to assess performance, identify new opportunities, and address pain points.
• Drive cross-selling initiatives to introduce new services that support client business goals.
• Maintain strong, collaborative partnerships with vendor leadership.

Team & People Management

• Manage the workload, priorities, and resourcing of the operational team to meet business objectives.
• Develop and execute performance management plans, including tracking KPIs, setting career development goals, and overseeing learning and development initiatives.
• Provide mentoring, training, and coaching for team members, including identifying and conducting upskilling programs.
• Oversee HR-related matters, including grievance management, disciplinary processes, and counselling, ensuring alignment with legal requirements and internal HR policies.

Operational Excellence & Continuous Improvement

• Identify opportunities to optimize frontline workflows and enhance customer satisfaction through technology, training, and process innovation.
• Lead initiatives to improve service delivery, onboarding, training, and knowledge management.
• Ensure compliance with internal policies, industry standards, and regulatory requirements.

Budgeting & Strategic Planning

• Collaborate with team leaders, account managers, and cross-functional stakeholders to formulate and implement business plans aligned with company strategy.
• Coordinate and align activities with internal stakeholders to ensure seamless execution of initiatives and service delivery improvements.
• Lead project teams in the implementation of new services, process enhancements, and change management efforts.
• Support budgeting, forecasting, and cost management for frontline services.
• Contribute to strategic planning efforts related to scaling, transitioning, or transforming service operations.

Key Requirements

• Tertiary education in Business Administration, Operations Management, Human Resources, or a related discipline.
• Proven account servicing and stakeholder management experience in large-scale, customer-facing or frontline operations. Experience in industries with a high volume of direct customer interaction (e.g., retail, hospitality, tourism, public services, or entertainment).
• A demonstrated track record of success in driving commercial negotiations, securing and implementing new business projects, leading process improvements, and achieving strong staff retention, preferably within the staffing or client services industry.
• Proficiency in using cutting-edge IT systems and workforce management tools to support operational excellence and service delivery.
• Solid experience in leading and managing multiple project teams across various functions or service lines.
• Strong project management capabilities, with sound working knowledge of human resources best practices and a thorough understanding of local labour laws and regulations.
• Excellent written and verbal communication skills in English, with the ability to engage professionally across all levels of an organization.
• Proficient in Microsoft Office applications, including Word, Excel, and Outlook.

Skills Required