Senior Director Client Services

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.

Principal 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
• Oversee 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
• Able 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