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November 14 2018     EnglishEnglish    SpanishSpanish

    Job details

Offer: Client Relationship Manager (w / HR Background | Night Shift | Baguio & Makati):EMAPTA

Job description:


EMAPTA is seeking a  Client Relationship Manager to join its team either in our Makati or Baguio site and must be amenable to work at night.
The  Client Relationship Manager is in-charge of creating and developing best practices and strategies that will enable EMAPTA to further support the different project disciplines.
    Help supervise the day-to-day Operations assigned to you
    Assist account POCs who are in charge of the day-to-day operations
    Help develop the team and ensure best practices are kept up
    Resolve problems that may arise and deal with all staff issues
    Facilitate client meetings at least once a month
    Create, develop and/or propose training programs for the employees and the managers to help ensure client and employee satisfaction
    Create and develop strategies that will help ensure and increase client/employee satisfaction and retention
    Coordinate with the other departments regarding the client and staff inquiries, requests, etc. Position Description:

Client and Employee Management
    Work closely with Clients and Account POCs to ensure that staff meets client standards, KPIs, metrics, etc.
    Address staff and client concerns; provide 24-48hr response time, acexpertise/give an update on the status of the concern.
    Labor relations – Liaising with HR, Staff and clients regarding corrective action within the specified turnaround in the CoC
    Facilitate Focus Group Discussions and coaching sessions (at least once per quarter) Payroll
    Assist in covering payroll disputes from staff (provide 24-48hr response time, acexpertise/give update on the status of the concern)
    Coordinate with the respective departments to process requests to issue bonus, incentives, and commissions as approved by the client
    Coordinate with existing clients for team expansion and sourcing needs Billing
    Review draft client invoice on a monthly basis
    Answer initial inquiries of clients regarding the invoice Facilities, Admin and other tasks
    Working closely with the Operations Manager and updating the existing Staff & Client profiles at the beginning of each month.
    Prepare and maintain statistical reports used in management decision-making
    Managing workfloor arrangements to ensure maximum occupancy rating
    Maintain a comfortable environment that is appropriate for its intended purpose
    This position description is not intended to be all-inclusive. Employee may perform other related tasks as discussed with your immediate manager to meet the continuing needs of the organization. Stakeholder Engagement:
    Client Management and Reporting
    Create monthly client reports located on performance and climate check of staff
    Regularly coordinate with the client regarding the status of the offshore team at least once a month
    Spearhead meetings with clients to determine their plans for their offshore staff Cross-unit cooperation – HR, IT, Finance and Facilities
    Coordinate with the Recruitment team for team expansion/replacement of project employee
    Coordinate with Information technology to meet service level agreements and other technical issues
    Coordinate with HR for government-related requirements and concerns, etc.
    Coordinate with Facilities regarding overall site maintenance, client visits, etc. Targets and Objectives:
    Reduce attrition for the site.
    Promote organizational maturity through process improvement
    Increase client/employee satisfaction
Required Qualification:
suitable education Bachelor’s / College Degree, business-related field
    At least 3 years of significant practice in the BPO, Contact Center, KPO or Shared Services industries and minimum three years’ practice at Account Management
    Prior P&L ownership/accountcapability
    Client Relationship (Account) Management practice
    With existing network of relationships with local clients in the BPO and Contact Center industries 
Desired Qualification:
    capability to strategically achieve long term goals, plans, needs and capabilities that addresses needs of the company
    capability to work independently
    Result driven and client focused with high sense of urgency
    capability to act as an entrepreneur and delivering the best the company has to offer by mobilizing the people, resources, and ideas into each client relationship
    capability to manage, guide, provide coaching and mentoring to individuals to achieve maximum efficiency and productivity
    capability to respond to changes in customer / client demands and demonstrates high level commitment
    capability to collaborate with other functional groups in strategizing to achieve common goals 




Makati City, Baguio City


Average Processing Time

13 Days


Call Center/IT-Enabled Services/BPO


Facebook Fan Page

Company Size

1001 - 2000 Employees

Working Hours

Morning, Mid and Night Shifts

Dress Code

Business (e.g. Shirts)


Miscellaneous allowance, Dental, Medical

Spoken Language



EMAPTA is an Australian owned and managed offshore staffing solutions company delivering world class standards and unparalleled flexibility and transparency. We are greatly committed to delivering high quality business solutions and fully managed staffing services to over 200 clients across a diverse range of industries including accounting and financial services, transport, construction, media, non-profit, telecommunications, IT, legal, advertising, medical, retail and industrial. In the process, we are empowering over 1,000 staff operating from ten grade-A office sites strategically located across Manila and progressive areas in the Philippines.  
2F The Orient Square Building
F. Ortigas Jr. Road, Ortigas Center
Pasig City 1600
GF & Penthouse, Goodland Building
377 Senator Gil Puyat Avenue
Makati City 1200
2F & 7F, 6780 Building
6780 Ayala Avenue
Makati City 1226
4F 8751 BDO Equitable Tower
Paseo de Roxas, Bel-Air
Makati City 1226
4F PNB Makati Building
(formerly Allied Bank Center)
6754 Ayala Avenue
Makati City 1226
6F The Ignacia Place
Mother Ignacia Street cor. Sgt. Esguerra St.
Quezon City 1110
12F IBM Plaza Building
Eastwood City, Bagumbayan
Quezon City 1110
6F Asian Star Building
Asean Drive, Filinvest City
Muntinlupa City 1781
5F Pilando Center
254 Magsaysay Avenue
Baguio City 2600
UG & MF, GELDC Building
718 Sto. Rosario Street
Pampanga 2009



COLLABORATE with like-minded people in an environment that embraces diversity and compensates your best work.
CULTIVATE your skills and use your expertise fully.
DEVELOP a diverse network of colleagues from around the world, connections that will propel your career for a lifetime.

Staff First. At the core of everything we do is the welfare and best interest of our staff. We understand that our entire business model relies on our capability to attract and retain outstanding, high-quality talent. With every single decision we make, we keep our staff’s best interest at heart first.
Transparency and Compassionate Management. We strongly advocate transparency and compassionate management. 100% transparency and compassion build trust and allows our employees to feel part of the team?—?all working towards the same goal.
Australian leadership abilities Engagement. EMAPTA’s leadership abilities team is heavily engaged in all stages of the client lifecycle to ensure objectives are met and goals achieved. Our entire management team, including the CEO, work on the floor alongside the EMAPTA support staff and our clients’ offshore staff, always on the frontline and directly accessible to any one of our employees and clients.
Network of offices. EMAPTA’s network of ten carefully chosen offices are strategically located in highly accessible, commuter-friendly business hubs. Our exceptional facilities include a mix of shared open-plan and private office spaces and each is outfitted above offshore staffing industry standards to create an optimum working environment. Our sites include premium work space, multiple conference and training rooms, communal areas for breaks and welcoming reception area. 
Training & Development.  At EMAPTA, we invest in your future.  EMAPTA provides continuous personal and professional development programs in cultural training, leadership abilities, communication, technology and functional areas of skills.
Engagement & Retention. EMAPTA offers opportunities for continuous growth and promotes a healthy work/life balance to focus on your well-being in its entirety. Our programs include monthly coaching sessions to develop career strengths, flexible working arrangements, increased staff autonomy, clearly defined career paths, long-term training programs, recognition and compensates, onsite health and life services. 


Job Category: Other [ View All Other Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Benguet (Baguio City) (C.A.R), Makati City (National Capital Reg) Other
Address: Benguet (Baguio City) (C.A.R), Makati City (National Capital Reg)
Company Type Employer
Post Date: 11/09/2018 / Viewed 9 times
Contact Information
Company: EMAPTA

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