Client Services Director
5 days ago
Company Overview
At Gratitude Philippines, we are committed to delivering exceptional client experiences across our business lines. Our Client Account Services (CAS) team plays a vital role in this endeavor, focusing on non-RDS services and working closely with clients to onboard them into our systems.
Job Summary
We are seeking an experienced and results-driven Client Services Director to lead our CAS team. As a key member of our leadership team, you will be responsible for translating organizational goals into specific objectives for the function, providing input to functional strategy, and driving the strategic direction of the team.
Main Responsibilities
- Team Leadership: Create and maintain a Team Book of Work, foresee resource demand needs, and lead new initiatives to ensure the team's operational readiness to support new requirements and product offerings.
- Capacity Planning: Conduct capacity planning assessments, make recommendations on staffing and location, and revise critical metrics and KRIs to improve client experience.
- Performance Management: Apply management reports and metrics to track performance of teams and individuals, perform talent review, develop high potentials, and drive dedication.
- Risk Management: Ensure procedures and user guides are up-to-date, mitigate risk by spotting key errors, and demonstrate strong ethical behavior.
- Audit Review: Drive audit review readiness and represent the function in internal and external audits.
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.
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