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)
About Us
At Grant Thornton, we believe in making business more personal and building trust into every result – for our clients and you. Here, we go beyond your expectations of a career in professional services by offering a career path with more: more opportunity, more flexibility, and more support. It’s what makes us different, and we think being different makes us better.
About the Team
The team you’re about to join is ready to help you thrive. Here’s how:
• Whether it’s your work location, weekly schedule or unlimited flex time off, we empower you with the options to work in the way that best serves your clients and your life.
• Here, you are supported to prioritize your overall well-being through work-life integration options that work best for your and those in your household.
• We understand that your needs, responsibilities and experiences are different — and we think that’s a good thing. That’s why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. See how at www.gt.com/careers
• When it comes to inclusion, we are committed to doing more than checking boxes. Explore all the ways we’re taking action for diversity, equity & inclusion at www.gt.com/careers
Here’s what you can expect next:
If you apply and are selected to interview, a Grant Thornton team member will reach out to you to schedule a time to connect. We encourage you to also check out other roles that may be a good fit for you or get to know us a little bit better at www.gt.com/careers.
Additional Details:
Grant Thornton requires personnel to be fully vaccinated against COVID-19 or self-test negative for COVID-19 within a specified timeframe in order to visit/enter firm offices, to visit/enter client or prospective client sites or facilities, or to attend in-person firm or client-sponsored events, subject to any medical, religious or other accommodations under the law. Grant Thornton collects, uses and maintains vaccination-related data in accordance with its Privacy Policy, Personnel Privacy Notice, and applicable laws and regulations.
It is the policy of Grant Thornton to promote equal employment opportunities. All personnel decisions (including, but not limited to, recruiting, hiring, training, working conditions, promotion, transfer, compensation, benefits, evaluations, and termination) are made without regard to race, color, religion, national origin, sex, age, marital or civil union status, pregnancy or pregnancy-related condition, sexual orientation, gender identity or expression, citizenship status, veteran status, disability, handicap, genetic predisposition or any other characteristic protected by applicable federal, state, or local law.
Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Grant Thornton LLP to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. To make an accommodation request, please contact [email protected].
For Los Angeles Applicants only: We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
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