Sr Director Client Services

.The People First culture at Task Us has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at Task Us understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.
**** Senior Director of Client Services
**** Imagine yourself going to work with one thing on your mind: that you will manage one or two strategic campaigns and as needed non-strategic accounts, both new and existing, through the client lifecycle and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied. Responsibilities include streamlining processes, addressing client issues, and fostering strong partnerships, ultimately driving business growth and maintaining high standards of service quality.

As you tackle your new tasks for the day, you know that it comes down to one thing: that you will manage a team of three or more client services managers with roll-up responsibility for their campaigns. ###
**** Strategic & Commercial Leadership
***** Commercial Stewardship:
Own the full Financial Forecasting for assigned accounts. You must demonstrate a profound understanding of commercial levers, ensuring the achievement of annual top-line revenue targets and the maintenance of gross margin percentages in strict alignment with financial forecasts.
* Complex Negotiations:
Lead high-value contract negotiations throughout the client lifecycle. You will navigate pricing structures, SLAs, and master service agreements (MSAs) to protect company interests while fostering a "win-win" partnership.
* Portfolio Growth:
Strategically identify and capture expansion opportunities to grow headcount, revenue, and margins. You will transform client "needs" into actionable commercial roadmaps.
* Market Intelligence:
Act as a trusted advisor by deeply understanding the client’s industry, competitive pressures, and internal drivers for success.### ###
**** Stakeholder Management & High-Level Communication
***** Executive Influence:
Act as a "proactive conduit" between client C-Suite stakeholders and internal leadership. You must possess the professional gravitas to charm and influence diverse global audiences, from frontline managers to executive boards.
* Complex De-escalation:
Serve as the final point of escalation for critical account issues. You must remain poised under pressure, utilizing sophisticated conflict-resolution techniques to de-escalate tensions and rebuild trust during "difficult task" cycles or service failures.
* Cross-Functional Orchestration:
Influence across internal departments (Ops, Finance, WFM) to ensure client requirements are prioritized and met. You will provide "tough but actionable" feedback to drive course correction both internally and externally.
* High-Impact Presentations:
Deliver quarterly and annual business reviews that move beyond data reporting to tell a strategic story of value creation and future innovation.### ###
**** Operational Excellence & Risk Mitigation
***** Performance Accountability:
Ensure the team consistently meets or exceeds Contractual KPIs. You will be responsible for the integrity of all internal and external reporting, ensuring total transparency and compliance.
* Hands-on Problem Solving:
Maintain a "roll-up-the-sleeves" mentality, personally diving into difficult and complex tasks when necessary to remove roadblocks for your team or the client.
* Vigilant

Risk Management:

Proactively identify operational and commercial risks. You will not only highlight threats but architect innovative solutions that allow for rapid change without compromising stability.
* Operational Discipline:
Standardise best practices by brainstorming with peers and management, ensuring a consistent and "fail-proof" methodology is applied across all client work streams.### ###
**** Team Empowerment & Innovation
***** Leveling Up Talent:
Drive a culture of continuous improvement, ensuring team members are coached in advanced client communication, fraud expertise, and emerging technologies (including AI integration).
* Value-Driven Initiatives:
Continuously audit account performance to identify "real value" initiatives—moving beyond the scope of work to provide innovation that differentiates us from competitors.
**** Requirements:
***** 7+ years of experience in client services, account management, or a similar role such as a consulting/account management role or managing customer care, call centers and/or back office operations.
* Experience of leadership within the Autonomous Vehicle or Advanced Mobility sectors, with a proven track record of navigating complex regulatory…