Director of Client Account Services

4 weeks ago


Manila, National Capital Region, Philippines Gratitude Philippines Full time
Job Title:

Client Account Services Director

Job Summary:

We are seeking a highly experienced and skilled Client Account Services Director to lead our Client Account Services team. The successful candidate will be responsible for overseeing all aspects of client onboarding, including collecting necessary documentation, conducting AML and KYC checks, and performing account activations.

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.
  • Builds collaborative teams across the organization.
  • Communicates openly keeping everyone across the organization advised.


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