Deputy General Manager

Pena4’s Client Success division is dedicated to delivering exceptional service and fostering strong client relationships throughout the entire engagement lifecycle. This includes managing implementation, production, performance metrics, and overall client satisfaction to drive long-term growth and retention. The Senior Manager of Client Operations will lead the client operations team, overseeing all client deliverables such as implementation, client services, and production. This leadership role requires managing processes, staffing, metrics, and operational oversight to ensure both short-term and long-term company initiatives are met. The Senior Manager is responsible for maintaining existing client revenue and achieving annual growth targets set by senior management.

Key Responsibilities

Provide leadership and direction to the Client Services/Success, Production, and Implementation teams, managing day-to-day operations in collaboration with corporate and offshore management teams. Participate in strategic planning with senior leadership to develop and execute long-term goals and revenue targets. Act as a subject matter expert in launching new projects, business lines, and services. Develop and monitor departmental budgets and revenue targets for each client, ensuring financial oversight and timely reporting of variances and projections. Collaborate with leadership and department heads to align operational priorities with client service delivery and improve profitability, productivity, and efficiency.

Lead the client implementation process by guiding new clients through kickoff meetings, project planning, and coordination of account protocols. Define success criteria and milestones, ensuring smooth setup and training through system access coordination, project updates, and status reporting. Implement checks and balances to guarantee optimal client operations and timely engagement launch. Facilitate seamless handoffs from Sales to Client Services, maintaining consistency with client expectations.

Manage overall client engagement as the primary post-sale contact. Develop revenue budgets and weekly projections for each client. Build trusted, long-term relationships by understanding client goals and challenges. Conduct regular meetings and quarterly business reviews (QBRs) with clients and leadership, preparing agendas, minutes, and action items. Oversee capacity planning, resource scheduling, workload management, and system access coordination. Assign cases to coding, auditing, and QA resources based on established alignments, and manage related administrative tasks such as service requests, calendar events, and data entry. Review and close weekly invoices, resolving discrepancies with finance or clients.

Ensure clients achieve measurable results by monitoring contract deliverables, including commitments, volume, value reports, account reconciliations, and invoicing. Use performance metrics to track productivity and measure customer satisfaction. Encourage and secure client testimonials, letters of recommendation, and referrals.

Proactively manage client retention by identifying and addressing risks to success. Detect early signs of dissatisfaction and resolve issues before escalation. Coordinate contract renewals to maintain ongoing client relationships.

Required Qualifications

Proven leadership experience managing client operations, client services, and production teams. Strong strategic planning and execution skills with the ability to develop and manage budgets and revenue targets. Expertise in client implementation processes and project management. Excellent communication and relationship-building skills to serve as a trusted client advisor. Ability to analyze performance metrics and financial data to drive operational improvements. Experience coordinating cross-functional teams across multiple locations.

Preferred Qualifications and Benefits

Experience working with offshore teams and managing global operations is highly desirable. Familiarity with client engagement platforms and project management tools will be an advantage. The role offers the opportunity to lead critical client-facing functions within a growing organization focused on long-term client success and operational excellence.