Client Services & Delivery Manager (Remote | Outsourcing / BPO Accounts)

Client Services & Delivery Manager (Remote | Outsourcing / BPO Accounts)

Work from home permanently and make an impact in a people-first outsourcing environment.

We are looking for a Client Services & Delivery Manager who will take the lead in managing client relationships and ensuring smooth service delivery for assigned outsourced teams.

This is a strategic role that blends client success, performance management, and employee support, perfect for someone who excels in both people leadership and client-facing responsibilities.

Role Overview

As a Client Services & Delivery Manager , you will serve as the primary liaison for clients, ensuring their outsourced teams are performing effectively and aligned with business goals. You’ll work closely with employees, support their development, and foster a high-quality service delivery experience end-to-end.

Key Responsibilities

Client Management & Success

Act as the main point of contact for assigned clients, building strong, long-term relationships.

Understand client goals, workflows, and expectations to ensure successful outsourcing performance.

Conduct regular client check-ins, business reviews, and service performance discussions.

Proactively address client concerns with urgency and professionalism.

Service Delivery & Operations

Monitor quality of service delivery and ensure KPIs and SLAs are consistently achieved.

Coordinate with cross-functional teams to ensure smooth operations and timely issue resolution.

Review workflows and processes to propose improvements that enhance client satisfaction.

Employee Support & Performance

Support and guide remote staff assigned to your accounts, ensuring they feel supported and engaged.

Provide coaching, mentoring, and feedback to help staff achieve performance goals.

Monitor attendance, productivity, and overall performance, taking action where needed.

Facilitate training sessions or briefings to strengthen skills and alignment with client needs.

Continuous Improvement & Documentation

Participate in process improvement initiatives related to service delivery, communication, and client satisfaction.

Maintain accurate documentation of discussions, updates, and action items related to both client and staff management.

Qualifications

Solid experience in client services, service delivery,