About this role
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Senior Director – Client Services is responsible for driving client satisfaction, retention, and growth through strategic account leadership and operational excellence. This role ensures consistent execution of client deliverables, performance expectations, and long-term partnership strategies.
The position focuses on managing and expanding relationships with high-profile clients, including a key healthcare account, by aligning service delivery with client objectives and enabling sustainable business growth.
Principle Accountabilities (Key Result Areas)
• 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
• Support broader company initiatives and ensure alignment with organizational strategy
Attributes & Attitude:
• Strategic thinking.
• Financial acumen.
• Operational excellence.
• Client partnership / relationship building.
• Problem-solving.
• Strong communication and executive presence.
• Leadership and coaching.
• Independence and adaptability.
• Proactive mindset / ability to anticipate client needs.
Job Qualifications:
• 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.
Nice-to-Have Experience
• Healthcare industry experience (strongly preferred).
• Experience in heavily regulated environments (healthcare, insurance, financial services).
• Experience supporting RFPs, contract renegotiations, and account expansion initiatives.
• Workforce planning / resource utilization experience.
• Advanced Excel and PowerPoint skills.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.