Client Services Director

1 day ago


Manila, National Capital Region, Philippines Gratitude Philippines Full time
Job Title: Client Account Services Director

Gratitude Philippines is seeking a seasoned professional to lead our Client Account Services team. As a Client Account Services Director, you will be responsible for overseeing all aspects of client onboarding, account management, and relationship building.

Key Responsibilities:
  • Translate organizational goals into specific objectives for the function and provide input to functional strategy.
  • Lead the strategic direction of the team and determine, evaluate, and modify goals as needed to meet the strategic needs.
  • Create and maintain the Team Book of Work and foresee resource demand needs.
  • Lead new initiatives and ensure the team's operational readiness to support new requirements and product offerings.
  • Conduct capacity planning assessments and make recommendations on staffing and location.
  • Continuously revise critical metrics and KRIs to improve client experience and review regularly client feedback, identify knowledge gaps, and training needs.
  • Apply management reports and metrics to track performance of teams and individuals to ensure success in meeting the team's objectives.
  • Perform talent review, develop high potentials, and drive dedication.
  • Ensure procedures and user guides are up to date and the team rigorously adheres to them.
  • Mitigate risk by spotting key errors and demonstrating strong ethical behavior.
  • Drive audit review readiness and represent the function in internal and external audits.
  • Develop controls and monitor adherence to risk management protocols, including management testing of key controls.
  • Own Business Continuity Plans and effectively coordinate operations and client support in the event of a crisis.
  • Ensure any client-facing documentation is accurate.
  • Demonstrate influence and visibility by representing the function in key events with internal and external partners.
  • Collaborate with other functions and departments to implement process efficiencies and improve client experience.
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.


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