Accounts Management Lead  

About the Role

The Account Management Lead supports day-to-day customer service activities including onboarding, client service requests, and KYC requests, overseeing and working closely with team members in responding to the clients’ concerns in a timely manner. The role will be responsible for developing and implementing programs to improve quality and performance of the team and must also be vigilant in reviewing any irregular activity and information seen on the client's account.

Aside from being the liaison between the company and its clients, the Account Management Lead also works closely with internal teams to set up seamless processes to help deliver impeccable customer service and help the company achieve its goals. The role will be in charge of a 12-man strong team, ensuring top-notch customer account management across both retail and institutional clients of the company.

General Responsibilities

• Manage day-to-day activities of the Account Management Team and be responsible for ensuring a quick, seamless, and highest level of customer service for our clients in relation to onboarding and account-related experience.
• Onboard new client relationships and additional members by completing client risk profiles, ensuring complete client documentation, and process relationship updates using PDAX onboarding tools.
• Work closely with the Customer Relationship Management (CRM) Team and other internal functions to deliver departmental and company goals.
• Continuously innovate by automating available data and streamlining existing processes to ensure we are as efficient and effective as possible.
• Set-up processes for continuous and effective monitoring of clients, ensuring compliance to AML and NBFI rules
• Identify possible opportunities to strengthen and improve engagement with clients through existing CRM tools.
• Evaluate team members performance through quality assurance checks and train new hires on company goals, business policies, and compliance regulations.
• Be a motivating leader in driving team performance in a challenging environment.

Nice to Have

• Willingness to work in a startup environment – we need someone with an appetite for building
• Enthusiasm for trading stocks, forex, or cryptocurrencies
• Interest in Blockchain and Technology
• Entrepreneurial spirit – you’re not here to just execute. Inspire us and make this company yours!

• Bachelor’s Degree with at least 3 years of experience in team management and customer service or related function
• Preferably with familiarity in Salesforce and with knowledge on Anti-Money Laundering Act and non-banking financial institutions in the Philippines
• Able to excellently manage time to multitask, prioritize, and work well under pressure, especially to anticipate contingencies concerning nature of work
• Ability to adapt and thrive in a fast-changing and highly-regulated environment
• Self-motivated, detail oriented, and proactive fast learner with interest in operations and team management
• Be an excellent team player with strong analytical, communication, and organizational skills