Job Description

JOB TITLE

Client Services Manager

DEPARTMENT

Client Services

LOCATION

Taipei

REPORTS TO

North Asia operation director, BoB

JOB GRADE

INCUMBENT(S)

ROLE PURPOSE

The Client Service Manager is a pivotal leadership role responsible for managing and growing our key client relationships in Taiwan. This individual will lead a team of over ten professionals, ensuring the flawless delivery of payroll and HR outsourcing services. The ideal candidate is a strategic partner to our clients, a strong people leader, and a hands-on manager capable of handling day-to-day operations with excellence. Fluency in English is essential for communicating with our multinational client base and global leadership team.

RESPONSIBILITIES

· Act as the primary point of contact and trusted consultant for senior stakeholders (e.g., HR Directors, CFOs) at our key multinational client accounts.

· Conduct regular strategic business reviews to assess service delivery, identify opportunities for improvement, and ensure high levels of client satisfaction and retention.

· Proactively understand clients' business needs and challenges, translating them into actionable service solutions.

· Manage escalations and resolve complex client issues promptly and effectively.

· Lead, mentor, and develop a team of 10-15 client service and operations specialists. Providing service to >100 clients.

· Foster a culture of high performance, continuous improvement, and exceptional customer service.

· Oversee workload distribution, set clear performance objectives, and conduct regular performance reviews.

· Identify training needs and support the professional growth of team members.

· Oversee the end-to-end delivery of payroll and HR services, ensuring accuracy, timeliness, and compliance with local Taiwanese labor laws and regulations.

· Implement and monitor key performance indicators (KPIs) and service level agreements (SLAs) to guarantee quality standards are met or exceeded.

· Drive process improvements and efficiency gains within the team's operations.

· Identify and pursue opportunities for account growth and expansion of services within existing client portfolios.

· Collaborate with the business development team to support client retention and renewal activities.

QUALIFICATIONS & EXPERIENCE

· Bachelor’s degree in Business Administration, Human Resources, or a related field. MBA is a plus.

· Minimum of 8-10 years of experience in a client-facing role, within a B2B service environment (e.g., HR Outsourcing, Payroll, PEO, Consulting).

· Proven experience (at least 3-5 years) in directly managing a team of 10 or more people.

· Extensive experience working with multinational corporations (MNCs) is essential.

· In-depth knowledge of Taiwanese labor law, payroll tax regulations, and social security requirements is mandatory.

· Language Skills: Full professional proficiency in English and Mandarin Chinese is mandatory.

· Leadership: Demonstrated ability to inspire, motivate, and develop a high-performing team.

· Strategic Thinking: Ability to think strategically and build long-term, trusted-advisor relationships with senior client contacts.

· Communication: Outstanding verbal and written communication skills, with the ability to present complex information clearly and persuasively.

· Problem-Solving: Strong analytical and problem-solving skills, with a proactive and solution-oriented mindset.

· Client Focus: A relentless commitment to client satisfaction and service excellence.

Qualifications