Global Client Solutions Manager
1 day ago
Job Overview
As a Global Client Solutions Manager at Gratitude Philippines, you will play a key part in the client onboarding process for nearly every DTCC business line but is primarily focused on non-RDS services (Repository & Derivatives Services).
The role involves leading all aspects of a team that works with clients on collecting necessary onboarding documentation, conducts AML (Anti-Money Laundering) and KYC (Know Your Customer) checks and performs account activations, and handles any lifecycle changes to the client accounts within the DTCC internal systems.
Key Responsibilities
- Translate organizational goals into specific objectives for the function. Provides input to functional strategy and leads the strategic direction. Determines, evaluates, and modifies goals as needed to meet the strategic needs
- Create and maintain Team Book of Work and foresees resource demand needs. Leads new initiatives and ensures team's operational readiness to support new requirements and product offerings
- Conduct capacity planning assessment and make recommendations on staffing and location
- Continuously revise critical metrics and KRIs to improve client experience. 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. Performs talent review, develops high potentials and drives 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 crisis
- Ensure any client-facing documentation is accurate
- Demonstrate influence and visibility by representing the function in key events with internal and external partners. Connects with initiatives outside immediate function to explore standard processes and demonstrate enterprise leadership
- Collaborate with other functions and departments to implement process efficiencies and improve client experience
- Additional ad hoc responsibilities as may be required
- Mitigate risk by following established procedures, spotting key errors and demonstrating strong ethical behavior
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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