Director of Client Onboarding and Relationship Management

6 days ago


Manila, National Capital Region, Philippines Gratitude Philippines Full time

About the Role:

We are seeking an experienced Client Account Services Director to join our team at Gratitude Philippines. As a key member of the Client Account Services team, you will lead all aspects of a team that works closely with clients to collect necessary onboarding documentation, conduct AML/KYC checks, and perform account activations and lifecycle changes within DTCC internal systems.

Responsibilities:
  • Lead the CAS Team: Oversee the CAS team in delivering exceptional client experiences, ensuring procedures and user guides are up-to-date, and the team rigorously adheres to them.
  • Strategic Leadership: Translate organizational goals into specific objectives for the function, providing input to functional strategy and leading the strategic direction.
  • New Initiatives: Create and maintain the Team Book of Work, foresee resource demand needs, and lead new initiatives to support new requirements and product offerings.
  • Capacity Planning: Conduct capacity planning assessments and make recommendations on staffing and location.
  • Improve Client Experience: Continuously revise critical metrics and KRIs to improve client experience, review regularly client feedback, and identify knowledge gaps and training needs.
  • Talent Review: Apply management reports and metrics to track performance of teams and individuals, ensuring success in meeting team objectives.
  • Audit Readiness: Drive audit review readiness and represent the function in internal and external audits.
  • Business Continuity: Own Business Continuity Plans and effectively coordinate operations and client support in the event of a crisis.
  • Documentation: Ensure any client-facing documentation is accurate.


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