Bulge Bracket Investment Banks

Posted 4 days ago

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**Client Service Vice President - Client Onboarding and Service** in Metro Manila, Philippines, leads client success teams, ensuring high-quality service and operational performance. This role requires an experienced senior manager with a proven track record in client service, operations, or client success. You'll oversee multiple teams, drive continuous improvement, and partner cross-functionally to enhance client experience and business outcomes. Key responsibilities include leading teams, improving operating models through process streamlining and automation, using data to drive decisions, and strengthening risk management. Essential skills include strong stakeholder management, problem-solving, and proficiency in digital tools like Microsoft 365. Familiarity with process automation, AI-enabled tools, and regulated financial services is a plus. This role demands a committed leader with a client-focused mindset and a passion for building inclusive, high-performing teams.

Compensation: Not specified
City: Manila
Country: Not specified

Full Job Description

Location: Metro Manila, National Capital Region, Philippines

Make an impact by leading a team that shapes how clients experience our service, support, and operational delivery. You will help build a high-performing, inclusive environment where teams solve problems quickly and continuously improve. This role offers the opportunity to modernize processes, strengthen governance, and scale effective ways of working. You will partner across teams to deliver practical, data-informed improvements that matter to clients and stakeholders.

Job summary

As a Vice President, Client services senior manager (Client success) in the Client success team, you lead leaders and teams responsible for delivering consistent, high-quality client service and operational performance. You drive a culture of accountability, continuous improvement, and inclusive leadership while partnering with stakeholders to enhance client experience and business outcomes. You also help modernize service delivery through process improvement, automation, and effective use of productivity and analytics tools.

Job responsibilities

Lead managers and multi-layered teams, setting clear direction, expectations, and development plans

Build an inclusive, engaged culture that supports high performance, collaboration, and learning

Own end-to-end client service outcomes, including experience, satisfaction, and issue resolution effectiveness

Serve as an escalation point for complex, high-impact client issues and oversee root-cause resolution

Partner with internal stakeholders and global teams to deliver consistent service and operational alignment

Lead cross-functional programs and initiatives, including planning, delivery governance, and change adoption

Improve operating models by streamlining processes, clarifying roles, and strengthening ways of working

Champion digital adoption and process automation to improve efficiency, quality, and cycle times

Use performance metrics and client insights to identify trends, prioritize actions, and drive measurable improvements

Develop executive-ready updates and recommendations, translating data into clear decisions and actions

Strengthen controls, risk management practices, and service quality standards across day-to-day operations

Required qualifications, capabilities and skills

Experience leading client service, client success, or operations teams, including managing managers and multi-layered organizations

Experience supporting complex client service delivery and resolving high-impact issues with appropriate urgency and governance

Demonstrated ability to lead transformation initiatives, including change management and cross-functional execution

Experience using data, performance metrics, and business insights to drive decisions and operational improvements

Strong stakeholder management and influencing skills across matrixed organizations, including executive communication

Ability to translate strategy into execution through prioritization, accountability, and disciplined follow-through

Strong written and verbal communication skills, including creating clear executive-level messaging and reporting

Demonstrated people leadership capability, including coaching, performance management, and talent development

Proficiency with digital productivity and collaboration tools (for example, Microsoft 365) and comfort adopting new technologies

Strong problem-solving skills and ability to navigate ambiguity while maintaining delivery standards

Commitment to inclusive leadership, continuous learning, and a client-focused mindset

Preferred qualifications, capabilities and skills

Experience leading service delivery or operations in a regulated financial services environment

Experience driving process automation and workflow improvements using modern productivity tools

Experience applying analytics approaches (including predictive or proactive insights) to improve service outcomes

Experience building governance routines (for example, capacity planning, service reviews, and performance management cadences)

Experience partnering with technology and operations teams to modernize service delivery at scale

Familiarity with artificial intelligence-enabled tools and emerging technologies used to support service delivery and decision-making

Demonstrated success leading multiple concurrent initiatives with measurable outcomes and sustained adoption

Lead a client success team to elevate service delivery, drive transformation, and improve client experience outcomes.

Full Job Description