Head of Client Services (Fintech, Trade Finance)

Ampersand Consulting Ltd ,
London, Greater London
More Details
Salary: £90000 - £100000 per annum

Overview

Head of Client Services (Fintech, Supply Chain Finance, Trade Finance) A leading Fintech business in London are looking to hire a talented Head of Client Services (Fintech, Supply Chain Finance, Trade Finance) to join a rapidly expanding team in London. The Head of Client Services (Fintech, Supply Chain Finance, Trade Finance) will be responsible for ensuring the delivery of excellent customer service for existing and new clients. Responsibilities for the Head of Client Services (Fintech, Supply Chain Finance, Trade Finance): Manage the Application & Platform Monitoring, Support Triage, Client Request Management, and Serious Incident Management team Being accountable for the delivery of best-in-class customer support Managing major incident response, both internally and externally Ensuring agreed Service Levels are met and managing any breaches Acting as a champion for clients within the organisation, ensuring alignment with our clients' needs and objectives Acting as an escalation point for service issues Negotiating Service Level Agreements and other contractual documents to support new transactions and clients Reporting on the delivery of services (including customer satisfaction, SLA achievement, etc.) to senior management and the board Being accountable for the delivery of consistent and standardised support management Driving operational excellence in the Client Services function through continual improvement Identifying tools and best practices to ensure high quality service from across the industry and other sectors Hiring, training, mentoring, and developing staff across the Client Services function Conducting regular service review calls and meetings Ensuring that ad-hoc deliverables, such as work orders, audit reporting, etc., are prioritised, scheduled, and delivered in line with customer expectations Essential requirements for the Head of Client Services (Fintech, Supply Chain Finance, Trade Finance): You should have 8 years' experience managing a customer-facing team such as Customer Service, Service-Desk or Account Management in a technology-based company You have a track record of success in managing customer relationships and delivering exceptional customer service You have experience identifying client needs and developing innovative solutions to meet them You have working experience with online servicing & SaaS technologies You have previous experience working in Financial Services Experience in Working Capital Solutions/Trade Finance To apply for the Head of Client Services (Fintech, Supply Chain Finance, Trade Finance) please press the apply button. This job was originally posted as www.totaljobs.com/job/89804398

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