Head, Client Service

About the role

The Head of Client Service will lead the design and execution of the client service strategy, ensuring high‑quality, compliant interactions across all customer‑facing channels for a financial services organization.

Key responsibilities

• Develop and implement client service strategy, operating standards, policies, and governance frameworks aligned with business objectives.
• Oversee daily contact‑center operations, monitoring service levels, response times, productivity and resolution targets.
• Own the governance of complaints and escalations, ensuring timely resolution within SLAs and driving root‑cause analysis.
• Leverage customer feedback, data analytics and insights to identify and execute service‑process improvements.
• Establish quality assurance frameworks and drive adoption of CRM, automation and self‑service technologies.
• Ensure compliance with regulatory, risk and data‑protection requirements and provide regular performance reporting.
• Lead, coach and develop the client service team while partnering with operations, product, technology and risk stakeholders.

Required profile

• Bachelor’s degree in Business Administration, Management, Social Sciences or related field.
• Minimum 7 years progressive experience in client service, customer experience or contact‑centre operations, preferably in financial services or a similar high‑volume industry.
• Proven track record of leading service operations, SLA management, complaints handling and performance improvement.
• Strong understanding of risk, compliance and regulatory requirements in a service environment.