Head of Client Services

2 months ago

Dubai, United Arab Emirates Equiom Group Full time

**Summary and Overview**
- Head of Client Services
- Dubai
- Permanent
- Full Time
- Competitive Salary & Benefits

You'll primarily focus on managing and controlling the efficient delivery of a high quality of customer service and contributing to the annual revenue growth and profitability.

You'll support new business development activities and existing and new service delivery, specifically developing robust operational processes to support successful delivery of client services to include statutory services, consulting, corporate outsourced services, custodianship, support services and client relationship management.

You will ensure service levels and deadlines are met or exceeded and act as a champion for customer satisfaction. You'll be responsible for the successful execution of Middle East service delivery strategy and the management and development of the Client Services team.

**Your New Role**
- This list of duties is not exhaustive and may change from time to time according to business needs:

- Lead the client service operations and create new business opportunities and promote the brand’s reputation by ensuring timely and high quality of service delivery
- Monitor and improve the customer satisfaction, and manage any client escalations
- Ensure the service delivery team adheres to any deadline provided by the client delivery scope and/or authorities by managing the tasks and delivery outcomes of the team on a daily basis
- Ensure to follow any industry trend applicable to the client service operations and Equiom, and recommend any improvements for automation to ensure the team can work more efficiently
- Ensure the client requests are attended to in a timely manner with strong client communication and where needed develop the client communication and client service skills within the team
- Act as the customer liaison and ensure the clients receive what they need and expect
- Develop strong working relationship with the Head of Operations Middle East and the Middle East management team, Client Services Team, Business Development colleagues and to quickly gain their confidence and trust
- Assume responsibility and control for the day-to-day functioning of the Client Services Team by leading, mentoring, developing and motivating the team to achieve their objectives and identify and recommend solutions for any issues which may impact upon their ability to achieve business targets
- Support the development and implementation of a strategic plan for Client Services
- Develop strong relationships with existing clients to ensure retention and build relationships with new clients
- Develop and drive client services to existing business and identify new business opportunities for both new and existing clients
- Build extensive partnerships with key stakeholders and in particular the licensing authorities, key governmental department and intermediaries
- Add value to the business to ensure that business operating costs are minimised in line with budgetary parameters and that appropriate standards are adhered to
- Manage Client Services team including Client Relationship Executives and Government Liaison Officers and ensure they are successfully delivering against mandates in accordance with the client expectations and in line with the Equiom strategy and objectives
- Draft and review as necessary standard corporate documents and fee quote proposals.
- Closely work with BD colleagues and Management to ensure the service delivery model is in place and/or made more efficient and enhance quality of delivery for any new or existing services
- Prepare and implement the strategic and annual plans and ensuring that these are formally updated on a regular basis, as well as whenever necessary to reflect significant changes
- Work closely and collaboratively with the management team to outline plan and delivery of future plans to ensure business performance in line with board objectives.
- Display commercial priority in all discussions and decisions, with understanding of critical balance required between capital and people for organizational success

within the market
- Be aware of and manage risk to the business
- Ensure alignment of Client Services to Equiom Group compliance and operating models as they develop and evolve, notably in respect of the Three Lines of Defence compliance model, and standardized time recording
- Manage employee performance by establishing clear goals and expectations, tracking progress against goals, ensuring timely feedback, and addressing performance problems and issues promptly
- Support, train and develop employees to create a culture of learning and improvement as well as develop a pool of resource internally to mitigate risk of employee turnover
- Oversee periodic review / audit of client portfolio to assure the proper and timely administration of internal policies, regulatory requirements, and to maintain quality of work product

**Business Development**
- Develop strong work

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