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.