About the position
Position Overview:
The HEAD OF CUSTOMER SERVICE will manage the Client Service Executives ensuring we deliver exceptional service, achieve client satisfaction, and drive growth in our APAC accounts.
With a focus on effective team management, strategic account growth, and process efficiency, this leader will ensure that client needs are met, value is maximized, and retention is high.
Key Responsibilities:
Leadership and Team Management
- Lead a team of Client Service Executives (currently 2 however looking into growing this team as the region expands), overseeing performance reviews, setting targets, and implementing team incentives to align with client and business goals.
- Work closely with the Regional Director and Managing Director to develop and execute strategic plans for the client service function, ensuring alignment with company growth objectives.
- Oversee an organized and efficient team, ensuring all client service processes are streamlined to deliver exceptional support.
- Support team hiring, training, and development to foster an environment focused on client excellence and continuous improvement.\
Client Relationship Management and Growth
- Oversee relationships with all APAC clients, ensuring proactive engagement, timely communication, and consistent service excellence.
- Establish and cultivate relationships with key client contacts, understanding each client's structure, objectives, and reclaim needs to offer tailored service and identify additional value opportunities.
- Conduct regular account reviews and work closely with the team to ensure clients' documentation and submission processes are timely, accurate, and meet all regulatory requirements.
- Grow strategic accounts by analysing market trends and client data to introduce relevant products and services that align with clients' objectives.
- Prepare commercial analyses and business proposals, driving account growth and aligning with company financial goals.
Process Optimization and Problem Resolution
- Review and refine client service processes to improve speed, efficiency, and accuracy, finding new efficiencies to meet or exceed service and submission targets.
- Resolve client complaints and identify bottlenecks by investigating issues, developing effective solutions, and implementing new procedures to improve the client experience.
- Keep the team informed of relevant industry trends, regulatory changes, and new product offerings to optimize the client's tax reclaim process.
- Monitor and report on client service performance, analysing team metrics to identify areas for improvement and communicate key insights to senior leadership.
Requirements:
- Education: Bachelor's degree in Economics, Accounting, Business, Finance, or related field. Education in Law with a commercial background will also be considered.
- Experience: Minimum 4 years in financial services, accounting, management consulting, economics, or a regulated B2B environment, with demonstrated experience managing client relationships and a successful track record in client success management.
- Leadership: Proven experience managing and developing client success teams in a high-pressure environment, with skills in team motivation, goal setting, and performance management.
- Skills:
- Strong understanding of the asset management / financial services fields. Primarily institutional (B2B) business and relationships, rather than private wealth (B2C).
- Strong interpersonal and communication skills, including the ability to consolidate complex information and communicate effectively.
- Strategic, analytical, and problem-solving abilities to manage client needs and streamline service delivery.
- Proficiency in Excel and other tools for client analysis, reporting, and documentation management.
Desired Skills:
- Bachelor's degree in Economics
- Accounting
- Business
- Finance
- APAC
- customer service
- b2b
- b2c
- apac regions
- apac service
- apac client realtionships
Desired Work Experience:
Desired Qualification Level:
