Job Description:
The Account Services Manager oversees the management and growth of client accounts within a BPO service operation in Al Ain. This strategic role involves aligning service delivery with client expectations, managing account health metrics, driving service innovation, and ensuring commercial targets are met. Responsibilities include contract management, account planning, budgeting, and coordinating internal departments to meet client KPIs. The manager is expected to lead business review meetings, propose service enhancements, resolve escalated concerns, and forecast future business needs based on client interactions and trends. This role also involves mentoring account coordinators, managing renewal cycles, and supporting client onboarding or transitions. By acting as the voice of the client internally and a trusted advisor externally, the Account Services Manager plays a critical role in sustaining client satisfaction and expanding service portfolios in Al Ain’s outsourcing ecosystem.
Job Requirement:
A bachelor’s or master’s degree in business, account management, or operations is preferred, with 6–8 years of BPO experience and at least 2 years in client/account management roles. Candidates should possess strong analytical thinking, team leadership, and presentation skills. Proficiency in CRM systems, contract negotiation, and data-driven decision-making is essential. Knowledge of SLA governance and commercial account strategies is required.
