Senior Director, Client Services

Role Overview

• Maintain and strengthen relationships with assigned strategic client(s), ensuring alignment on goals, performance expectations, and deliverables
• Ensure daily execution of all client commitments, including operational performance, service delivery, and contractual obligations
• Drive client satisfaction, retention, and expansion by identifying growth opportunities aligned with client strategic objectives
• Lead account strategy, including development and execution of client account plans focused on revenue growth, operational excellence, and long-term partnership value
• Monitor account performance, proactively identify risks or issues, and implement solutions to ensure consistent delivery and client success
• Partner with cross-functional leaders and Directors to support account management, client reviews, and business development initiatives including RFPs and renegotiations
• Oversee financial performance of client accounts, including budgeting, forecasting, and ensuring alignment with company financial goals
• Ensure operational practices and processes are standardized, compliant, and aligned with company directives and regulatory requirements, particularly within heavily regulated industries
• Lead, develop, and manage high-performing teams, including hiring, performance management, coaching, and succession planning
• Establish productivity metrics and ensure optimal resource utilization to achieve business and client objectives
• Represent Client Services in cross-functional initiatives and strategic projects
• Drive continuous improvement initiatives to enhance operational effectiveness and client outcomes

Requirements

• Minimum 5+ years of Client Services experience.
• Minimum 3+ years in a Director or Senior Director capacity.
• Proven experience in the BPO / outsourcing industry.
• Experience managing high-profile client accounts, ideally in regulated industries.
• Strong financial acumen, including budgeting, forecasting, and revenue growth ownership.
• Strong background in operations, client management, and business strategy.
• Proven leadership and people management experience.
• Strong written, verbal, analytical, and communication skills.
• Ability to travel as needed based on client/business requirements.

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development