Job Description: Global Head, Client Services
Job Title: Global Head, Client Services
Department: Client Success
Reports To: Global Chief Client Success Officer
Location: Dubai
Direct Reports: Global General Managers & General Managers – Client Success (all verticals), Client Performance Dashboard Specialist, and Project Manager Offshore Transitions
Role Summary:
The Global Head of Client Services is a senior executive leader responsible for shaping and executing the client success strategy across all verticals and geographies within the organization’s global BPO operations. This role oversees a team of Global General Managers, Client Services (GGMCSs) and General Managers, Client Services (GMCSs), serves as the key executive interface between the Client Success function and operational delivery, ensuring consistent service excellence, high client satisfaction, and revenue growth.
The individual will lead cross-functional collaboration with delivery, training, quality, workforce, and executive leadership to drive scalable and repeatable success models that align with client business outcomes and organizational growth objectives.
Key Responsibilities:
· - Lead, coach, and mentor the vertical-aligned Global General Managers, and General Managers to ensure consistent client experience, performance delivery, and satisfaction across all accounts.
· - Drive the development and implementation of a global client success strategy that balances vertical expertise with operational excellence.
· - Serve as the executive escalation point for strategic accounts, ensuring resolution paths are proactive, transparent, and data-informed.
· - Oversee performance dashboards, ensuring GGMs and GMs are equipped with insights to monitor KPIs, quality, risk, and client sentiment across regions.
· - Oversee activities of Project Manager, Offshore Transitions to ensure new client onboarding transitions from Sales to Operations in a smooth and timely manner.
· - Partner with global operations, QA, WFM, and training leaders to enforce standardized service delivery frameworks and drive strategic alignment.
· - Shape and lead global client governance forums including Quarterly Business Reviews (QBRs) and Executive Steering Committees.
· - Provide executive-level reporting to C-suite stakeholders on client health, churn risk, growth opportunities, and CSAT/NPS trends.
· - Collaborate with commercial and transition leaders to support new client onboarding, change management, and scope expansion initiatives.
· - Establish scalable best practices for client communications, performance reviews, and cross-vertical knowledge sharing.
· - Monitor market trends in BPO and client success, bringing innovation to partnership models and service differentiation.
Qualifications & Skills:
· - 10+ years of leadership experience in client services, service delivery, or strategic account management within the BPO or contact center industry.
· - Proven experience managing multi-region teams and large, complex client portfolios in Telecom, E-commerce, or similar sectors.
· - Deep understanding of BPO performance levers, quality assurance, workforce planning, and training strategies.
· - Executive presence with exceptional communication and stakeholder engagement skills.
· - Strong business acumen and ability to link operational delivery with strategic client objectives.
· - Demonstrated success in influencing cross-functional teams and driving outcomes through indirect authority.
· - Familiarity with process improvement methodologies (Lean, Six Sigma, etc.).
· - Data-savvy; experience using analytics and reporting tools to drive decision-making.
· - Willingness to travel internationally.
Success Indicators:
· - High client satisfaction and retention across verticals.
· - Consistent achievement of contractual KPIs and continuous improvement initiatives.
· - Effective leadership and development of the GGM cohort.
· - Successful mitigation of client escalations and risks.
· - Measurable expansion of client relationships and revenue growth through strategic success programs.