[Hiring] Senior Account Manager @Staffstream

Role Description

We're hiring a Senior Account Manager to look after a portfolio of clients and the offshore teams that work for them. You'd be the main point of contact between clients, staff, and our internal teams, reporting to the Head of Operations, and you'd be responsible for the day-to-day performance and operations of your accounts. This is a people and operations role: coaching staff, tracking attendance and schedules, producing reports, and keeping clients confident that their team is delivering.

What you will actually do

• Account and client management
  • Oversee the daily operations of your assigned clients and their staff.
  • Be the main point of contact for clients, keeping every account aligned with agreed standards, KPIs, and service expectations.
  • Check in regularly with clients about team performance, staffing needs, and any operational concerns.
  • Handle client questions about invoicing, administration, facilities, staff performance, and general support, and resolve issues quickly, escalating when needed.
  • Raise expansion plans and growth opportunities with clients.
  • Review and approve client draft invoices each month, and work with internal teams to process approved bonuses, incentives, and commissions.
• Team performance and people management
  • Monitor team performance and make sure client and management KPIs are in place and tracked.
  • Run regular coaching sessions, meet coaching coverage targets, and keep proper documentation.
  • Put corrective actions, performance improvement plans, and development plans in place where needed.
  • Make sure staff get timely performance reviews, and pass on salary adjustment requests from clients.
  • Handle staff concerns, complaints, and questions promptly and professionally.
  • Run focus group discussions at least twice a year.
  • Make sure the Code of Conduct, performance management frameworks, and company policies are applied properly.
  • Track daily attendance, schedule adherence, and timekeeping.
• Client satisfaction and retention
  • Develop and propose training programs for client staff and supervisors.
  • Organise and support employee engagement activities.
  • Create and carry out strategies to improve client and staff satisfaction and retention.
  • Recommend improvements to operational processes and service delivery.
  • Work with our Services and other internal teams to meet client requirements.
• Operations, reporting, and compliance
  • Give day-to-day operational support to the offshore teams you look after.
  • Create, maintain, and administer staff schedules in coordination with clients.
  • Prepare operational and statistical reports, including attendance trends, schedule adherence, and performance metrics.
  • Build reports and processes that improve planning, forecasting, and efficiency.
  • Share company updates, policy changes, and announcements with employees.
  • Work with internal departments on staffing, hiring needs, and operational requests.
  • Complete required company trainings and follow company policies and processes yourself.

Qualifications

• At least 5 years of hands-on experience in an outsourcing firm (BPO or offshore staffing provider), managing multiple client accounts and leading teams, with proven supervisory or management experience.
• Strong analytical and commercial mindset, with the ability to look beyond day-to-day account management, identify client needs and retention risks, uncover growth opportunities, and proactively develop strategies that strengthen client relationships, demonstrate ongoing value, and drive long-term account retention.
• Proven ability to take initiative, anticipate changing priorities, proactively identify opportunities for improvement, and confidently drive tasks forward in a fast-paced environment with minimal supervision.
• Strong ownership and accountability, with the ability to manage competing priorities, meet deadlines, and deliver on commitments while maintaining a positive, professional approach.
• Excellent verbal and written communication, with clients, staff, and internal teams.
• Advanced computer proficiency, particularly in MS Word, Excel, Outlook, and PowerPoint.

Nice to have

• Exposure to HR policies and local labour laws.

The setup

• This role is open to Philippines-based candidates.
• Fully remote, working in the Australian time zone on assigned shifts.
• Staffstream provides your work-from-home equipment.

Benefits

• A stable, full-time role with a business that genuinely needs you and wants you to grow into it.
• HMO health cover, with one dependent covered for free.
• Group life insurance.
• Paid leave credits.
• Work-from-home equipment provided.
• Employed compliantly under Philippine law: a proper local employment contract, your taxes handled correctly, and all your government-mandated benefits (SSS, PhilHealth, Pag-IBIG) plus 13th month pay.