Job Description:
The Account Services Manager in Dukhan is responsible for overseeing the end-to-end management of key client accounts within a BPO environment. This leadership role ensures successful service delivery, performance excellence, client satisfaction, and commercial alignment with business objectives. The manager acts as the strategic point of contact for clients, driving engagement, operational efficiency, and continuous service improvement.
Core responsibilities include managing service level agreements (SLAs), ensuring timely delivery of reports and updates, facilitating governance meetings, and addressing client escalations. The role requires close collaboration with operations, quality assurance, training, and finance teams to maintain operational performance while identifying opportunities for account growth and expansion. The Account Services Manager also contributes to contract renewals, pricing discussions, and long-term account planning.
Job Requirement:
Education: Bachelor’s degree in Business Administration, Account Management, or related discipline; MBA preferred.
Experience: 5+ years in client services, account management, or service delivery roles in the BPO/KPO industry, with at least 2 years in a managerial position.
Skills:
Strong client relationship and stakeholder management abilities.
Proficiency in contract management, reporting tools, and CRM platforms.
Excellent negotiation, presentation, and communication skills.
Deep understanding of BPO operations, KPIs, and delivery metrics.
Business acumen with the ability to drive revenue growth.
Language: Fluency in English required; Arabic is an advantage.
Other Requirements:
Ability to manage multiple high-value accounts simultaneously.
Willingness to travel and engage with clients onsite when needed.
Results-oriented mindset and attention to service quality.
Strong leadership and collaboration across cross-functional teams.
