Head, Client Service

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.
• Analyses 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.