Senior Director of Client Services (Fintech)

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

Imagine yourself going to work with one thing on your mind: that you will manage one or two strategic campaigns and as needed non-strategic accounts, both new and existing, through the client lifecycle and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied. Responsibilities include streamlining processes, addressing client issues, and fostering strong partnerships, ultimately driving business growth and maintaining high standards of service quality.

As you tackle your new tasks for the day, you know that it comes down to one thing: that you will manage a team of three or more client services managers with roll-up responsibility for their campaigns. As the Senior Client Services Director, you will:

• Client Management: Conduct weekly/monthly/quarterly business reviews, be the proactive conduit in reporting progress/activities to/from clients, and facilitate communication between internal teams regarding client needs. Conduct face-to-face meetings with clients to effectively manage the accounts and aim to become a trusted partner for clients.
• Financial Management: Achieve annual top-line revenue generated by campaign as forecasted, grow headcount, revenue, and margins on accounts, and lead contract negotiations during the lifecycle of the contract.
• Communication: Charm and influence people across the world, provide actionable feedback for improvement/course correction internally and externally, and present to groups and 1/1 while hosting engaging client visits.
• Operational Management: Demonstrate an attitude where you roll-up-their-sleeves and handle issues that arise, achieve expectations for your team's contribution to the Contractual KPIs for each account, and be responsible for administration of internal/external reporting requirements.
• Strategic Management: Strategize with clients to identify opportunities for growth, lead the internal team to ensure focus on long and short-term objectives, identify risks, provide solutions that allow for innovation and change, and continuously drive performance enhancement and real value initiatives for clients.

Requirements:

• 7+ years of experience in client services, account management, or a similar role such as a consulting/account management role or managing customer care, call centers and/or back office operations.
• Experience in the Fintech industry is highly desirable.
• Strong strategic planning and execution skills, with the ability to develop and implement effective client service strategies.
• In-depth understanding of the BPO industry, including trends, challenges, and best practices.
• Excellent verbal and written communication skills, with the ability to interact effectively with clients, senior management, and team members.
• Strong analytical and problem-solving skills, with the ability to identify issues, develop solutions, and drive continuous improvement.
• Familiarity with performance metrics and KPIs, with the ability to monitor, analyze, and report on client service performance.
• Experience in sales or business development, with a track record of contributing to business growth.
• Ability to thrive in a fast-paced, dynamic environment, with flexibility to adapt to changing client needs and business conditions.
• Bachelor's Degree or MBA is preferred.

Work Location / Work Schedule / Travel:

• Remote Candidates can be based in the following locations: UK, Ireland, Greece EU working hours/flexible to business needs.
• Traveling domestically and internationally is required.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities.

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. At TaskUs, we prioritise our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity.