Client Services Manager

Overview of the Role

The Client Services Manager ensures excellent service delivery, strong team performance, and high client satisfaction, while also identifying opportunities for growth, retention, and operational improvement.

The role acts as the bridge between client expectations and internal execution, driving both people success and client success.

Main duties include

• Act as the primary relationship owner for assigned clients, ensuring strong partnership and satisfaction.
• Lead and manage a team of 15–30 FTEs, driving performance, engagement, and retention.
• Monitor service delivery to ensure SLAs, quality standards, and productivity targets are consistently met.
• Conduct regular client check-ins and performance reviews to align on priorities and expectations.
• Handle client concerns, risks, and escalations with urgency and professionalism.
• Translate client requirements into clear team goals, workflows, and execution plans.
• Partner with HR and leadership on performance management, coaching, and development planning.
• Drive workforce planning and capacity management to support changing client demands.
• Identify opportunities for account growth, service improvement, or operational efficiency.
• Provide insights and updates to internal stakeholders on account health, risks, and performance trends.

Requirements

• A graduate of Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
• Proven leadership experience managing 15–30 team members in client-facing operations.
• Client relationship management experience with measurable results (satisfaction, retention, or account growth).
• Strong ability to drive performance, coach teams, and manage escalations effectively.
• Excellent communication and interpersonal skills, able to influence both clients and team members.
• Demonstrated strategic thinking and problem-solving skills.
• Ability to work under pressure and manage competing priorities.
• Experience in service delivery, operations, or account management within professional services or outsourcing environments.
• Results-oriented mindset with a strong focus on KPIs, SLAs, and quality standards.
• Analytical skills to monitor performance trends and make data-informed decisions.

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits
• 2-week paid Christmas vacation

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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