Senior Director Of Client Services (fintech) - Remote Eligible

Senior Client Services Director

Think of yourself as someone who will play a direct role in the operational growth, change and innovation of the business with strategic initiatives.

Imagine yourself going to work with one thing on your mind: that you will manage one or two strategic campaigns and as needed non-strategic accounts, both new and existing, through the client lifecycle and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied. Responsibilities include streamlining processes, addressing client issues, and fostering strong partnerships, ultimately driving business growth and maintaining high standards of service quality.

As you tackle your new tasks for the day, you know that it comes down to one thing: that you will manage a team of three or more client services managers with roll-up responsibility for their campaigns.

As the Senior Client Services Director, you will:

• Be doing client management wherein you will conduct weekly/monthly/quarterly business reviews.
• You will be the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs.
• You will conduct face-to-face meetings with clients, wherever they are, to effectively manage the accounts.
• You will have the ultimate aim of becoming a trusted partner for clients wherein you will understand their needs, desires and what is important for them to succeed.
• You will be doing Financial Management, wherein you must achieve annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance.
• You will grow the headcount, revenue and margins on accounts.
• As needed, you will lead contract negotiations during the lifecycle of the contract.

Communication:

• You must be able to charm and influence people across the world.
• You will provide actionable feedback for improvement/course correction internally and externally.
• You must also be comfortable influencing across teams/stakeholders.
• You will present to groups and 1/1 and host engaging client visits.

Operational Management:

• You will demonstrate an attitude where they roll-up-their-sleeves and handle issues that arise.
• You must achieve expectations for their team's contribution to the Contractual KPIs for each account.
• You will be responsible for administration of internal/external reporting requirements.

Strategic Management:

• You will strategize with clients to ID opportunities for growth.
• You will lead the internal team to ensure we have focus on long and short-term objectives.
• You will identify risks and provide solutions that allow for innovation and change.
• You will brainstorm with management/peers for best practices.
• You will continuously drive performance enhancement and drive real value initiatives for clients.

Requirements:

• 7+ years of experience in client services, account management, or a similar role such as a consulting/account management role or managing customer care, call centers and/or back office operations.
• Experience in the Fintech industry is highly desirable.
• Strong strategic planning and execution skills, with the ability to develop and implement effective client service strategies.
• In-depth understanding of the BPO industry, including trends, challenges, and best practices.
• Excellent verbal and written communication skills, with the ability to interact effectively with clients, senior management, and team members.
• Strong analytical and problem-solving skills, with the ability to identify issues, develop solutions, and drive continuous improvement.
• Familiarity with performance metrics and KPIs, with the ability to monitor, analyze, and report on client service performance.
• Experience in sales or business development, with a track record of contributing to business growth.
• Ability to thrive in a fast-paced, dynamic environment, with flexibility to adapt to changing client needs and business conditions.
• Bachelor's Degree or MBA is preferred.

Work Location / Work Schedule / Travel:

• Remote
• Candidates can be based in the following locations: UK, Ireland, Greece
• EU working hours/flexible to business needs
• Traveling domestically and internationally is required