Client Account Services Director

4 days ago

Manila, Philippines Gratitude Philippines Full time

JOB DESCRIPTION:
The Client Account Services (CAS) team plays a key part in the client onboarding process for nearly every DTCC business line but is primarily focused on non-RDS services (Repository & Derivatives Services).
The role involves leading all aspects of a team that works with clients on collecting necessary onboarding documentation, conducts AML (Anti-Money Laundering) and KYC (Know Your Customer) checks and performs account activations, and handles any lifecycle changes to the client accounts within the DTCC internal systems.

RESPONSIBILITIES:
Translates organizational goals into specific objectives for the function. Provides input to functional strategy and leads the strategic direction. Determines, evaluates, and modifies goals as needed to meet the strategic needs
Creates and maintains Team Book of Work and foresees resource demand needs. Leads new initiatives and ensures team’s operational readiness to support new requirements and product offerings
Conduct capacity planning assessment and make recommendations on staffing and location
Continuously revise critical metrics and KRIs to improve client experience. Review regularly client feedback, identify knowledge gaps and training needs
Applies management reports and metrics to track performance of teams and individuals to ensure success in meeting the team’s objectives. Performs talent review, develops high potentials and drives dedication
Ensures procedures and user guides are up to date and the team rigorously adheres to them. Mitigates risk by spotting key errors and demonstrating strong ethical behavior
Drives audit review readiness and represents the function in internal and external audits
Develops controls and monitor adherence to risk management protocols, including management testing of key controls
Owns Business Continuity Plans and effectively coordinates operations and client support in the event of crisis
Ensures any client facing documentation is accurate
Demonstrates influence and visibility by representing the function in key events with internal and external partners. Connects with initiatives outside immediate function to explore standard processes and demonstrate enterprise leadership
Collaborates with other functions and departments to implement process efficiencies and improve client experience
Additional ad hoc responsibilities as may be required
Mitigates risk by following established procedures, spotting key errors and demonstrating strong ethical behavior.

QUALIFICATIONS:
Bachelor's degree preferred or equivalent experience
Minimum of 10 years of related experience
Experience in leadership/people manager roles; preferably in a multinational environment
Change Driven
Stays current on changes in their own specialist area and seeks out learning opportunities to ensure knowledge is up to date.
Invests effort to individually mentor others.
Builds collaborative teams across the organization.
Communicates openly keeping everyone across the organization advised.

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