About BHN:

Blackhawk Network (BHN) is the global leader in branded payment technologies, helping businesses grow revenue, build loyalty, reward their people, and engage consumers through innovative gift card, eGift, incentives, and payments solutions. With a network spanning over 400,000 consumer touchpoints worldwide, BHN connects brands with their customers, employees, and partners in meaningful ways — transforming everyday transactions into lasting relationships.

In the Asia-Pacific region, BHN operates across Australia, New Zealand, Hong Kong, Japan, South Korea, Indonesia, Singapore, and India. We are a growing, dynamic team at the forefront of the region's branded payments landscape, partnering with some of the world's most recognised brands to deliver best-in-class solutions tailored to local markets.

Position Purpose:

The APAC Client Services Manager is responsible for leading a team of Account Coordinators who provide day‑to‑day operational support to BHN’s partners/clients and internal Account Managers and Account Directors across the APAC region. 

This role is focused on hands‑on people leadership, service delivery and operational execution, ensuring a high standard of support, effective issue resolution and continuous improvement across client service activities. 

People Leadership 

• Lead, coach and develop a team of Account Coordinators across APAC
• Set clear expectations, objectives and performance standards
• Conduct regular one‑on‑ones, performance reviews and development planning
• Support recruitment, onboarding and training of new team members
• Manage team capacity, workload and coverage to meet service expectations

Client & Internal Support 

• Ensure timely, accurate and professional operational support for partners/clients
• Support internal Account Managers and Account Directors through effective coordination and issue management
• Act as the first point of escalation for complex or sensitive operational issues
• Build strong working relationships with Sales, Account Management, Product, Operations and Finance

Operational Delivery 

• Monitor service delivery performance including SLAs, responsiveness and quality
• Identify recurring issues, risks or inefficiencies in workflows
• Contribute to process improvements, documentation and standard ways of working
• Ensure consistent and effective use of systems and tools (e.g. CRM or case management platforms)

Change & Continuous Improvement 

• Support new client launches, program changes and operational initiatives
• Communicate changes clearly and support adoption within the team
• Provide feedback and insights to leadership based on team performance and client experience

Skills, Experience & Qualifications 

Experience 

• Around 4 years’ experience in a people leadership role within Client Services, Account Operations, Customer Operations or a related function or Customer Service. 
• Experience leading teams supporting B2B clients, partners or enterprise accounts
• Exposure to managing service delivery metrics such as SLAs or operational KPIs
• Experience working across multiple markets or regions is desirable

Skills & Capabilities 

• Strong people management and coaching capability
• Clear and professional communication skills, including escalation handling
• Strong organisational, prioritisation and problem‑solving skills
• Comfortable working with data, reporting and operational metrics
• Practical, continuous‑improvement mindset

Ways of Working 

• Collaborative and team‑focused
• Reliable, organised and solutions‑oriented
• Comfortable operating in a fast‑paced, operational environment 

Key Relationships 

Internal: 

• Account Managers and Account Directors
• Sales, Product, Operations and Finance teams
• Client Services leadership
• Customer Service leadership and teams
• Technology teams
• Product Managers

External: 

• Partners and clients (operational contacts)
• External Vendors

Measures of Success 

• Consistent achievement of service delivery and SLA targets
• Positive feedback from partners/clients and internal stakeholders
• Team engagement, performance and development outcomes
• Demonstrated improvements in operational efficiency and service quality