About this role
Job title: Head, Customer Service
Section: Overview Lead the organisation’s client service and client experience function across all offices. Establish a client-centric culture, set and maintain service standards, resolve escalated client issues, develop client retention strategies, and work closely with Sales, Marketing, Processing and Operations teams to drive overall business performance. This position requires a confident and highly experienced professional who understands both service delivery and commercial objectives, and who can operate credibly with high-net-worth clients.
Section: Responsibilities
- Lead client service and client experience functions across all offices
- Establish a client-centric culture and set/maintain service standards
- Resolve escalated client issues and develop client retention strategies
- Collaborate with Sales, Marketing, Processing and Operations teams to drive business performance
- Translate client interactions into client retention, revenue growth, and long-term business relationships
- Demonstrate strong track record in client service leadership, sales, client relationship management and business development
- Operate credibly with high-net-worth clients
Section: Requirements
- Minimum 8 years of experience in the financial sector (preferred)
- Strong track record in client service leadership, sales, client relationship management and business development
- Ability to translate client interactions into client retention, revenue growth and long-term business relationships
- Commercial mindset with ability to align service delivery with business objectives
Section: Benefits
- (Not stated in the posting)