Client Services Director

1 month 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 key member of our organization, you will play a crucial role in the client onboarding process, ensuring seamless transitions and exceptional client experiences.

Key Responsibilities:
  • Translate organizational goals into actionable objectives for the team
  • Develop and maintain the Team Book of Work, forecasting resource demands and ensuring operational readiness
  • Conduct capacity planning assessments, recommending staffing and location adjustments as needed
  • Continuously revise critical metrics and KRIs to enhance client satisfaction, reviewing client feedback and identifying knowledge gaps and training needs
  • Apply management reports and metrics to track team and individual performance, ensuring success in meeting objectives
  • Ensure procedures and user guides are up-to-date, with the team adhering rigorously to them
  • Drive audit review readiness and represent the function in internal and external audits
  • Develop and monitor adherence to risk management protocols, including management testing of key controls
  • Own Business Continuity Plans, effectively coordinating operations and client support in crisis situations
  • Ensure accurate client-facing documentation
  • 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 or equivalent experience
  • Minimum of 10 years of related experience
  • Experience in leadership/people manager roles, preferably in a multinational environment
  • Change driven, staying current on changes in their specialist area and seeking out learning opportunities
  • Invests effort in individually mentoring others and building collaborative teams across the organization


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