The Role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility in driving client success by managing stakeholder relationships, ensuring operational excellence across customer service and GBS campaigns, and overseeing KPI performance, service delivery, and continuous process improvements—contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

Lead and manage client partnerships, ensuring alignment on business goals, service expectations, and overall success
Oversee end-to-end operations across customer service and GBS campaigns, driving consistent performance and service excellence
Take ownership of KPIs and service delivery, ensuring teams meet and exceed performance targets
Provide strategic direction through regular business reviews, insights, and continuous improvement initiatives
Drive seamless onboarding and transition of new clients or campaigns, ensuring operational readiness and stability
Collaborate cross-functionally to ensure alignment between client expectations and internal execution
Identify opportunities to optimize processes, improve efficiency, and enhance customer experience
Act as a key escalation point, ensuring issues are resolved effectively while maintaining strong client relationships

What you’ll bring

3–5+ years experience in Customer Success, Account Management, or Operations roles
Strong background in Customer Service (CS) operations and/or BPO environments
Exposure to or experience in GBS / Shared Services / multi-process operations
Proven track record managing client relationships and operational KPIs

Core Skills

Strong understanding of end-to-end customer service and/or back-office operations
Experience managing SLA/KPI-driven environments
Strong stakeholder management (internal + external)
Analytical mindset with ability to interpret operational data and trends
Strong communication and presentation skills
Ability to manage multiple campaigns in a fast-paced environment

What we offer

Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Location

BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!

#helloconnect

#LI-Hybrid