Accounts Manager – Digital Services – Manila, Philippines

If you’re exploring an accounts manager role in global BPO or customer service leadership jobs in Manila and looking for a role that offers strategic ownership, client-facing responsibility, and operational leadership, this Accounts Manager position is ideal for you. This role in Metro Manila provides an opportunity to drive performance, strengthen client relationships, and lead service delivery excellence with a global company and its elite clientele. As part of a highly rewarding hiring in Manila, this role is ideal for individuals who can manage teams, collaborate with clients, and ensure seamless delivery across digital service operations.

Job Description:

About the Role

You will oversee account operations, manage client relationships, lead performance improvement initiatives, and ensure services are delivered as per agreed standards. The role requires strong leadership skills, analytical capability, and the ability to collaborate across teams to meet client expectations and operational goals.

Key Responsibilities

• Plan staffing requirements and coordinate with Human Resources for recruitment, selection, hiring, and onboarding.
• Ensure employee awareness of company policies and maintain operations according to guidelines.
• Mentor new employees and create retention programs for tenured staff.
• Delegate responsibilities and ensure client-required services are delivered with quality and within agreed timelines.
• Report overall account performance to senior operations leadership.
• Review quality metrics and develop continuous improvement strategies.
• Promote teamwork, healthy competition, and professional relationships within the team.
• Provide performance feedback through rewards and recognition programs.
• Develop incentive schemes to drive performance.
• Create and analyse key KPI reports.
• Address client inquiries and concerns promptly and professionally.
• Analyse overall account performance, including financial indicators such as revenue and liabilities.
• Conduct regular performance management sessions, identify root causes, and create action plans with supervisors.
• Analyse data, volume trends, and other metrics to generate insights for service improvement.
• Build and maintain trusted relationships with key client stakeholders as the primary point of contact.
• Engage with clients regularly to understand evolving business needs, goals, and challenges.
• Conduct business reviews (QBRs, MBRs) to align on performance, initiatives, and future plans.
• Ensure high levels of client satisfaction and retention.
• Collaborate with operations, client success, and service delivery teams to meet SLAs and client expectations.
• Monitor service quality, efficiency, and performance; address deviations promptly.
• Facilitate effective communication between the client and operational teams.
• Serve as the primary escalation point for client issues or concerns.
• Work with internal teams to resolve escalations efficiently and maintain client satisfaction.
• Communicate resolution updates to clients professionally and promptly.
• Manage client contracts and ensure compliance with terms and conditions.
• Monitor account profitability, analyse revenue streams, and identify cost-saving opportunities.

Job Requirements:

• Education: Graduation
• Strong communication, leadership, and stakeholder management skills
• Analytical ability to interpret business performance metrics
• Experience managing client accounts or operational teams is preferred
• Ability to work from office (WFO)

Why Join Fusion CX?

Join a leadership environment where your decision-making, client partnership, and operational skills create meaningful business impact.

• Lead a dynamic team and drive operational excellence
• Strengthen your expertise in client and account management
• Gain exposure to digital services, performance strategy, and business reviews
• Work in a structured, growth-focused operations environment

If you’re exploring customer service leadership jobs in Manila or looking for hiring in Manila, apply now to grow your career with Fusion CX.