Client Services Manager II

Overview of the Role

The purpose of the Client Services Manager (CSM II) is to motivate, inspire, and support the team members. The CSM II encourages, nurtures, mentors, and ensures that the team members are set up for success to provide great outcomes for VBP’s clients. The CSM II aids the ability to conduct operations to the highest standards without being operationally technical themselves.

Major Responsibilities

• Leads 20-24 Team Members; 7-10 Client Engagements, across different lines of business/disciplines and or Special Project Team members
• Responsible for the management of attrition, absenteeism, and leave.
• Responsible for completing progress reviews and co-creating a career development plan with team members.
• Responsible for effective Performance Development and Performance Management needs.
• Provides coaching and feedback to all team members.
• Effectively embeds leadership framework.
• Conducts regular touch base meetings and huddles with Team Members, identifying improvement areas and highlighting achievements; and
• Conducts and reports Training Needs Analysis in collaboration with L&D and Client Experience Team.
• Serves as the first point of contact for Clients and is responsible for each engagement.
• Supports and monitors the success of new task transitions and team member promotions.
• Manages contributing factors to client churns and calls out challenges that will require corrective actions

Leads Client Performance Reviews and Escalations Discussions

• Lodges and is responsible for client-initiated team member travel requests
• Tracks and manages key metrics to support Team Member development, management and leadership, to ensure retention and development of Team Members
• Responsible for the delivery of service commitments to Client, based on the Client contract, SLAs and internal scorecards.
• Drives Team Member engagement with CSR Activities and Environmental Consciousness initiatives that support acquiring and maintaining B Corp certification; and
• Establishes and contributes to the creation of the VBP Knowledge Tool in collaboration with the Client Experience Team.

Requirements

• Proven work experience as a supervisor or similar role
• Excellent communication and leadership skills
• Organisational, decision-making and time management skills
• Confidence and skillful negotiation skills
• Managing performance

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits ​
• 2-week paid Christmas vacation​
• Electricity & Data subsidies​
• 25K Educational Assistance ​
• Training and equipment will be provided​
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM​
• Visit website

ABOUT US

VBP is an Australian company with operations in the Philippines that provides business growth, consulting, and delivery capabilities to more than 260 of the most innovative and disruptive financial services firms across Australia.

Our consulting-led approach leverages services in strategy, process improvement, intelligent automation, data analytics, and operations. We specialise in supporting financial firms, accounting practices, and mortgage brokers.

HOW WE STARTED

In 2013, VBP embarked on a visionary journey to transform how advice is delivered in Australia. From humble beginnings, we steadily evolved and embraced an open book management system by adapting the Great Game of Business in February 2021, and in the same year, we secured our first Great Place To Work certification.

Expanding our reach became a defining theme in our journey. In July 2022, we proudly celebrated the achievement of 1000 dedicated Team Members.

We have offices in Cebu and in Cagayan de Oro, with our third and newest office launched last August 2023 at JEG Tower. 2023 marks a pivotal moment for our business as we completed the strategic acquisition of Elixir Consulting, strengthening our position in the Australian Consulting space and supporting our expanded service offering. We also won our GGOB Healthy Company Award, maintained our GPTW certification and ISO certification, and became a certified B Corporation.

These milestones reflect not only our commitment to growth but also the vibrant community we’ve fostered, laying the foundation for a remarkable legacy as expert growth partners for Australian financial services firms.

WHAT WE OFFER

we have a deep understanding of the everyday challenges and insights into the strengths of enterprises we encounter. At VBP, we specialise in enhancing operational efficiencies and addressing cost-to-serve challenges for financial services firms. Our focus revolves around four key service:

Accounting, Bookkeeping, and Report Management

Financial Planning Assistance

Mortgage Broking Assistance

Paraplanning

In addition to these core services, we offer tailored business consulting services to optimise back-office operations across these four critical areas. With its offers and services, VBP aims to streamline Australian financial service firms’ operations and elevate their business to the next level.

To learn more about us, visit http://vbp.au.

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