Head, Client Service

Responsibilities:

Client Service Strategy & Governance:

Develop and implement the client service strategy, operating standards, policies, and service governance framework in line with business objectives. Establish clear service expectations, SLAs, escalation protocols, and performance standards across customer-facing channels. Identify structural weaknesses within the service function and lead initiatives to improve efficiency, consistency, and customer outcomes.

Service Operations & Performance: Provide oversight of daily client service and contact-canter operations, ensuring service levels, response times, productivity, and resolution targets are consistently achieved. Establish and monitor key service metrics, using performance data to identify operational gaps and drive corrective action. Ensure service processes remain scalable as customer volumes, products, and service channels expand.

Complaints & Escalation Management: Own the governance framework for customer complaints, escalations, and complex service cases, ensuring timely resolution within defined SLAs. Analyze recurring complaints and service failures to identify root causes rather than treating individual cases in isolation. Work with relevant business functions to eliminate recurring issues and improve the end-to-end customer experience.

Customer Insights & Service Improvement: Use customer feedback, complaints data, service trends, and behavioral insights to identify opportunities for process and journey improvement. Champion the voice of the customer in product, operational, and business discussions. Translate customer insights into practical recommendations that improve customer satisfaction, retention, and ease of service.

Quality, Technology & Process Optimization: Establish a structured quality assurance framework for customer interactions across relevant service channels. Drive the effective use of CRM, contact-center, customer feedback, automation, and self-service technologies to improve service efficiency. Review workflows and customer journeys regularly to eliminate avoidable friction, manual processes, and service bottlenecks.

Risk, Compliance & Reporting: Ensure client service operations comply with applicable regulatory, risk, data protection, and internal control requirements. Identify operational risks within service processes and ensure appropriate controls and mitigation measures are implemented. Provide management with regular reports covering SLA performance, complaints, service quality, customer trends, operational risks, and improvement initiatives.

Leadership & Stakeholder Management: Lead, coach, and develop the Client Service team, establishing clear accountability, performance expectations, and capability development plans. Build a service culture focused on ownership, professionalism, responsiveness, and continuous improvement. Partner with Operations, Product, Technology, Risk, Compliance, and other senior stakeholders to resolve cross-functional service challenges.

Core Competencies: Client Service Strategy & Governance Customer Experience & Journey Management Contact Centre & Service Operations SLA, KPI & Performance Management Complaints & Escalation Management Customer Insights & Data Analytics Service Quality & Process Improvement CRM, Automation & Digital Service Solutions Risk, Compliance & Control People Leadership & Team Development Cross-Functional Stakeholder Management Strategic Problem Solving & Decision Making

Requirements: Bachelor's Degree in Business Administration, Management, Social Sciences, or a related discipline. Minimum of 7 years' progressive experience in Client Service, Customer Experience, Contact Centre Operations, or related roles, preferably within financial services, fintech, telecommunications, or another customer-intensive industry. Proven experience leading client service operations, including SLA management, complaints and escalations, service quality, and performance management. Strong experience using customer insights, service data, CRM, and customer feedback tools to identify service gaps and drive process and customer journey improvements. Demonstrated leadership, stakeholder management, risk and compliance awareness, with the ability to lead high-performing teams and influence cross-functional improvements.