Associate Client Manager

Manila, Philippines | Posted on 05/22/2026 Business Unit/Division Research & Analytics - MNL Job Location Manila Job Type Full time Date Opened 05/22/2026

ORS ID 27672_ASS

Salary As per industry standards City Manila State/Province Manila Country Philippines Job Description Position Description: Acts as a vital link between the client and the operations team. Participates and interacts with clients and communicates feedback to the Operations Team. Assists CM in controlling cost through effective utilization of personnel, materials and equipment. Helps CM to recognize and reward performance and behavioral problems in team and act proactively to ensure productivity is unhampered. Essential Qualifications: Bachelor’s Degree in any discipline; preferably has graduate / MBA / Post Graduate Diploma Technical Qualifications: Proficient in MS Office; Excellent communication skills (verbal and written) Experience: Minimum of 5 years of work experience, of which at least 1 year in a supervisory role; has experience in BPO industry setting preferably in Insurance Industry Organization Structure: Reports to Client Manager Work Schedule: Employees may be assigned to fixed or shifting work schedules, to be set / changed by Management, whenever needed, depending on business requirements Key Responsibilities Technical Requirement Acts as subject matter expert for all tasks for specific branches/carriers Processes on certain tasks as needed Acts as trainer for certified tasks as needed Client Management Acts as a single point of contact for the client and the senior management Interfaces and maintains relationship with clients Handle escalated calls/emails from clients Project Management Oversees and coordinates day-to-day shift activities Ensures accuracy is met based on SLA Sets up work, shift schedules, software requirements (and problems), etc. Completes quality and timely projects Delegates and manages production capacity Allocates work properly within the team members. Ensures that work is completed within the agreed OTD with the client. Able to resolve Quality issues Team Management Develops strong inter-personal relationships with the team Coaches and trains team members on process and system updates Coach team members on client feedback received within 24 hours upon receipt of the feedback Weekly coaching of team members on errors incurred Monthly scorecard coaching of team members Develops motivational environment and develops opportunities for all team members Introduces initiatives for team development Supports and develop directs reports in their work Able to conduct regular team huddles Management Information Systems Tracks shift utilization, capacity, accuracy of projects, attendance, training, productivity, deadline adherence and quality, etc. Able to conduct administrative functions (leaves, absences, directives, memos). Security Management Ensures adherence to security norms including print security and physical access procedures in the team Ensures appropriate security for all desktops, printers and any other IT equipment used by the team Ensures all members of the team go through security and compliance awareness programs as per policy Performs other related duties as may be assigned by the supervisor/s #J-18808-Ljbffr RRD GO Creative