Senior Manager / Associate Director

Roles & Responsibilities

The Role

We are seeking a dynamic Senior Manager / Associate Director to lead and grow our division with a focus on Client Service Operations. The role is responsible for driving budget performance, KPIs, and service excellence across customer-facing channels such as contact centers, in-person support, and live chat. This includes managing vendor relationships, fostering strong client and candidate engagement, leading continuous improvement, and ensuring frontline interactions reflect our brand values. The position also oversees team development, cross-functional collaboration, and strategic client relationship management at both local and regional levels.

Key Responsibilities

Service & Operations Leadership

• Oversee end-to-end delivery of frontline services, ensuring service excellence across all channels.
• Achieve and exceed team and project KPIs and performance targets. Serve as the key escalation point for complex operational or service delivery issues.
• Lead continuous improvement initiatives to enhance service quality, customer satisfaction, and operational efficiency.
• Ensure delivery service remains compliant with client contracts, company policies, and regulatory standards.
• Ensure adherence to contractual terms, service-level agreements (SLAs), and key performance indicators (KPIs).

Client Relationship Management

Team & People Management

Operational Excellence & Continuous Improvement

Budgeting & Strategic Planning

Key Requirements

Tell employers what skills you have

Coaching

Mentoring

Forecasting

Strategic Planning

Leadership

Microsoft Office

Change Management

Relationship Management

Administration

Project Management

Regulatory Requirements

Stakeholder Management

People Management

Service Delivery

Hospitality