Assistant Manager - Client Services

Assistant Manager (SV-11)

About The Company

Savvital is a forward-thinking organization that provides diversified services to small and medium-sized businesses in the international market to enable them to build their future while benefiting from our customized solutions. Our team of educated experts are motivated individuals excited to handle tasks that add real capacity to a client's workday.

Our mission is to provide affordable solutions to growing companies through strategic task delegation. We envision creating an ecosystem that resonates with the human touch every business needs.

About The Role

As an Assistant Manager (SV-11) at Savvital, you will lead an entire operational cluster by managing and developing Lead Associates, Senior Associates, and Associates, while independently handling your own client operations with complete ownership, accuracy, and consistency.

You will hold full accountability for your cluster’s client health, account retention outcomes, team performance, and operational consistency at every level. Serving as the strategic bridge between Client Services and Senior Management, you will transform ground-level operational insights into structured retention plans, forward-looking recommendations, and growth strategies that drive long-term stability and excellence across Savvital.

What You'll Be Doing

• Client Operations & Delivery Excellence
• Independently manage your assigned client account with full ownership, ensuring consistently exceptional service that builds strong trust and long-term confidence.
• Act as a reliable, strategic partner to the client, demonstrating a deep understanding of their business goals, workflows, and industry priorities.
• Proactively anticipate operational risks, identify continuous improvement opportunities, and resolve client concerns before they impact the service experience.
• Cluster Leadership & People Management
• Lead and mentor your cluster’s Leads, Senior Associates, and Associates, setting clear standards for performance, corporate conduct, and workplace accountability.
• Conduct regular check-ins with Leads and Senior Associates to review client health, workload balance, and team dynamics, preventing burnout while ensuring high motivation levels.
• Coach cluster leadership on modern people management, strategic delegation, and solution-driven problem solving, actively preparing them to grow into future leaders.
• Timely and constructively address escalated performance gaps, workflow bottlenecks, or interpersonal challenges across all tiers.
• Client Health, Retention & Risk Mitigation
• Work closely with Team Leads and the Customer Success department to identify at-risk accounts early, document clear retention strategies, and execute actionable mitigation plans.
• Maintain comprehensive visibility into high-risk, medium-risk, and stable accounts across the cluster, keeping Senior Management strategically looped when critical decisions are required.
• Attend client check-ins as a senior representative of Savvital, demonstrating an absolute command over your reportees’ metrics and driving long-term retention.
• Serve as the primary escalation point for client concerns, answering with sustainable outcomes rather than surface-level fixes.
• Performance Management & KPI Optimization
• Own the setting, tracking, and bi-yearly review of KPIs and performance metrics for the entire cluster, ensuring complete alignment with department goals.
• Ensure the cluster maintains up-to-date, highly accurate, and complete task trackers to monitor productivity and execution follow-through.
• Optimize associate bandwidth by understanding daily workflows and finding opportunities for better task utilization and enhanced client value addition.
• Translate data trends and tracker insights into clear coaching frameworks, structured PIPs (Performance Improvement Plans), or organizational changes.
• Structured Reporting & Alignment
• Serve as the primary point of accountability between Client Services and Senior Management for all updates, risks, and operational outcomes.
• Guarantee that all data and reports shared upward are accurate, complete, solution-focused, and fully reflective of on-ground realities.
• Maintain meticulous internal documentation for cluster compliance, including evaluations, escalations, and retention strategies.
• Training, Capability Building & Succession Planning
• Partner with the Training, R&D, and Enablement departments to secure the resource kits needed to meet evolving client and industry demands.
• Continuously expand your personal domain knowledge and skillset in line with your cluster's specific client industries to serve as an authoritative reference point.
• Identify recurring skill gaps and execute targeted upskilling interventions, preparing your team members to communicate confidently in corporate management forums.
• Nurture career progression paths by identifying internal high performers and preparing them for expanded strategic responsibilities.
  

What We're Looking For

• Education: A 4-year Bachelor's or Master’s degree is preferred (Business Administration, Human Resources, Management, Operations, or related fields).
• Experience: Proven experience in a leadership, team management, or assistant manager capacity within a customer success, international BPO, or client services environment.
• Core Competencies: Strong strategic thinking, data-driven performance management skills, and a clear mastery of conflict resolution.
• Leadership Style: A calm, solution-oriented leader who models extreme ownership, professionalism, and cross-functional collaboration under pressure.
• Communication: Exceptional verbal and written English communication skills, with the ability to confidently present data, risks, and recommendations to executives and U.S. clients.
• Technical Savvy: Deep comfort utilizing task tracking software, advanced CRM platforms, and performance analytics tools to manage remote and hybrid team workflows.
  
  

SUCCESS LOOKS LIKE IN THIS ROLE

Success as an Assistant Manager at Savvital means owning client retention and cluster performance end-to-end while maintaining flawless visibility into people, processes, and outcomes. You anticipate risks before they escalate, understand your team’s workflows deeply, and bring structured, well-thought-out solutions to leadership forums. You build strong leaders beneath you, foster an unshakeable culture of accountability, and earn the complete trust of clients, teams, and senior management through consistency, clarity, and a positive, growth-oriented mindset.

Compensation & Benefits

• Base Salary: Premium Market Competitive (reflecting tier SV-11 leadership expectations).
• Allowances: Dedicated allowances for Internet, Electricity, and Wellbeing.
• Medical Insurance: Comprehensive health coverage included.
• Performance Incentives: Performance-based bonuses, leadership increments, and annual growth reviews.
• Success Sharing: Company-wide success bonuses.