Director of Client Onboarding Excellence

2 days ago

Manila, National Capital Region, Philippines Gratitude Philippines Full time
About Gratitude Philippines

Gratitude Philippines is a leading organization that prioritizes delivering exceptional client experiences. Our Client Account Services team plays a vital role in onboarding new clients across various business lines, focusing primarily on non-RDS services.

The Director of Client Onboarding Excellence will lead all aspects of the CAS team, working closely with clients to collect necessary documentation, conducting AML and KYC checks, performing account activations, and handling lifecycle changes within our internal systems.

Responsibilities
  • Strategic Leadership: Translate organizational goals into specific objectives for the function, providing input to functional strategy, and leading the strategic direction. Determine, evaluate, and modify goals as needed to meet strategic needs.
  • Team Management: Create and maintain the Team Book of Work, forecasting resource demand needs. Lead new initiatives, ensuring the team's operational readiness to support new requirements and product offerings.
  • Capacity Planning: Conduct capacity planning assessments and make recommendations on staffing and location.
  • Performance Metrics: Continuously revise critical metrics and KRIs to improve client experience. Regularly review client feedback, identify knowledge gaps, and training needs.
  • Talent Development: Apply management reports and metrics to track performance of teams and individuals to ensure success in meeting team objectives. Perform talent reviews, develop high potentials, and drive dedication.
  • Risk Management: 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.
  • 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.
  • Client Documentation: Ensure any client-facing documentation is accurate.
  • Enterprise Leadership: Demonstrate influence and visibility by representing the function in key events with internal and external partners. Connect with initiatives outside the immediate function to explore standard processes and demonstrate enterprise leadership.
  • Collaboration: Collaborate with other functions and departments to implement process efficiencies and improve client experience.
Qualifications
  • Bachelor's degree or equivalent experience.
  • Minimum 10 years of related experience.
  • Experience in leadership/people manager roles, preferably in a multinational environment.
  • Change-driven individual who stays current on changes in their specialist area and seeks out learning opportunities to ensure knowledge is up-to-date.
  • An investor in individually mentoring others and building collaborative teams across the organization.

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