Client Services Director

16 hours ago


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

Gratitude Philippines is seeking a highly skilled and experienced Client Account Services Director to lead our Client Onboarding team. As a key member of our organization, you will be responsible for overseeing the onboarding process for our clients, ensuring seamless integration with our systems, and driving business growth through exceptional client relationships.

Key Responsibilities:
  • Translate organizational goals into specific objectives for the function, providing input to functional strategy and leading the strategic direction.
  • Create and maintain the Team Book of Work, foreseeing resource demand needs, and leading new initiatives to ensure operational readiness.
  • Conduct capacity planning assessments, make recommendations on staffing and location, and continuously revise critical metrics and KRIs to improve client experience.
  • Apply management reports and metrics to track performance of teams and individuals, ensuring success in meeting the team's objectives.
  • Ensure procedures and user guides are up-to-date, and the team rigorously adheres to them, mitigating risk by spotting key errors and demonstrating strong ethical behavior.
  • Develop controls and monitor adherence to risk management protocols, including management testing of key controls, and own Business Continuity Plans.
  • Represent the function in internal and external audits, ensuring any client-facing documentation is accurate, and demonstrating influence and visibility.
  • 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, with experience in leadership/people manager roles, preferably in a multinational environment.
  • Change Driven, staying current on changes in their own specialist area and seeking out learning opportunities to ensure knowledge is up-to-date.
  • Invests effort to individually mentor others, builds collaborative teams across the organization, and communicates openly, keeping everyone advised.

We offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and experienced professional looking for a new challenge, please submit your application.



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