Client Diligence Manager

ICS - Client Diligence Manager

Job Description

Client Diligence is a program established to support client contractual requirements and access to information regarding firm processes, practices and controls. Client Diligence includes the following scoped areas supporting all service lines across the firm:

• Client Audits, Questionnaires, Assessments and Requests for Information (RFI)
• HR Due Diligence such as employee screenings required for client onboarding

These requests are often time sensitive and directly impact revenue generation as they may be associated with large pursuits or impact our ability to deliver or bill for services.

The Client Diligence Manager will be responsible for overseeing the overall Client Diligence program by logging, tracking, monitoring and facilitating completion of these requests. They will work in partnership with core internal stakeholders, along with our India Shared Service Center (“INDUS”) to prioritize and fulfill requests in a timely manner. The Client Diligence Manager will also collaborate with leadership to implement ongoing continuous improvements that enhance processes and technologies for long term efficiency. Additionally, this individual will be expected to maintain and deliver reporting to Executive Leadership on a regular basis providing insight into new themes, trends and recommendations to enhance our firm’s overall posture.

This is a critical program will require dedicated attention and support on an ongoing basis to ensure client needs are met with timely responses of quality and consistency. The Client Diligence Manager will need strong organizational and communication skills along with the ability to multitask and work under high pressure conditions. Additionally, this individual will have access to sensitive firm information as well as PII and will require the highest level of confidentiality at all times.

The Client Service Manager will report directly to the Client Service Operations Director.

Summary of Responsibilities

• Review new requests with INDUS regularly for feasibility, impact and priority; address an escalations or complex scenerios
• Support INDUS as necessary in logging new requests and distribute to key stakeholder groups to fulfill information requested
• Work with key stakeholders to assess overall contractual terms supporting each request and ensure confidentiality is in place to protect firm assets and information
• Monitor completion and status of in-flight requests, escalating where necessary based on overall priority
• Will be expected to engage subject matter experts or legal counsel for high profile, complex requests generating risk for the firm
• May be required to facilitate the submission of requests directly to the client in some cases
• May also be required to chair, facilitate and / or participate in client interviews or onsite assessments
• Manage the execution of HR Due Diligence activities by launching required screenings through the firm’s third party vendor management system
• Review screening results and assess overall compliance with client contractual terms and requirements engaging subject matter expertise or P&C for guidance where necessary
• Train INDUS resources on routine HR Compliance / Due Diligence activities to servce as a back-up
• Own the client audit process by working with P&C to prepare redacted evidence, transmit securely, and present or respond to questions
• Regularly review and facilitate the completion of process documentation (developed by INDUS) supporting the daily operations and execution of the program
• Identify and facilitate the implementation of ongoing improvement activities and initiatives
• Chair quarterly presentations with Executive Leadership presenting on volume metrics and performance scorecards on the overall program

Skills and Experience

• Ability to facilitate small group meetings and discussions
• Strong problem solving and decision-making skills
• Strong organizational skills with the ability to prioritize, coordinate, and complete multiple tasks
• Detail orientation and deadline-focused
• Team orientated and strong work ethic
• A focus on strong client service and responsiveness
• Strong communication and writing skills
• Adherence to strict confidentiality policies
• Optimistic and team player attitude with the ability to work with those at all levels and functions (both internal across the firm and external personnel);
• Ability to manage multiple service across various clients and competing priorities in a rapidly changing, fast-paced, interactive, results-based team environment
• Analytical mindset, detail orientation and deadline-focused
• Self-motivated with the ability to work autonomously at times, involving team members and escalate issues as needed.
• Comfortable presenting to Executive leadership

Qualifications

• ~10 years of relevant professional experience
• Bachelor’s degree in Accounting, Business, Management or a related field
• Proficient in Microsoft Office and Productivity Applications (Excel, Word, Power Point, Visio, Project, SharePoint and MSO365 applications)