Regional Head of Client Service Delivery, Global

The mission is to enhance the client service experience in a manner that promotes sustained engagement, strengthens existing partnerships, and assists in attracting new clientele, thereby establishing a unique market position and competitive advantage.

In the evolving landscape of client service, the collaboration with the Global Head of Client Service Delivery is crucial. This partnership focuses on creating a cohesive experience for clients, especially those spread across multiple regions and investing in diverse asset classes. The strategy includes crafting personalized client journeys that leverage both digital innovation and the irreplaceable value of face-to-face interactions. By prioritizing a 'digital first' mindset, the approach ensures that the digital transformation enhances scalability and efficiency, without losing the personal touch that clients value. This holistic approach to client service aims to meet the complex needs of today's investors, providing them with a seamless, integrated experience that supports their investment journey at every step.

**Responsibilities**:

- Establish and refine the organizational structure for client service teams to optimize efficiency and effectiveness within the region.
- Lead and develop Client Service managers, setting clear objectives, evaluating performance, and fostering professional growth.
- Ensure the delivery of uniform, superior customer service by client-facing teams across all global locations.
- Engage directly with clients to resolve complex issues, maintaining high standards of service for high-profile cases.
- Integrate Client Service efforts into strategic account planning to enhance client relationships and business outcomes.
- Work with senior management to identify and implement service improvements for key clients, updating the Client Service Catalogue as needed.
- Coordinate with the Global Head of Client Service Delivery to manage client commitments and ensure their timely fulfillment.
- Oversee KYC/AML processes, ensuring they are both robust and streamlined, in partnership with the Global Head of Client Service Delivery.
- Manage client inquiries effectively, leveraging data to improve the query resolution process and tooling.
- Assist in developing and executing a client service review strategy, incorporating client feedback for ongoing service enhancement.
- Champion digital transformation within client service operations to increase efficiency and client engagement.
- Design and implement a client reporting strategy that balances client requirements with operational efficiency.
- Contribute to the evaluation of client service impact on potential acquisitions, ensuring alignment with service standards and client expectations.
- Develop a comprehensive onboarding checklist tailored for large clients, ensuring all necessary steps are covered efficiently.
- Schedule regular training sessions with the Global Head of Client Service Delivery to stay updated on new onboarding strategies and tools.
- Implement a feedback system to gather insights from clients post-onboarding, to continuously improve the process.
- Conduct market research to benchmark our client service offerings against competitors, identifying areas for innovation.
- Foster a culture of knowledge sharing within the company to keep all teams informed about industry developments and client feedback.
- Create cross-functional teams to work on client experience projects, ensuring diverse perspectives and expertise are utilized.
- Establish clear communication channels between different departments to facilitate seamless collaboration and information flow.
- Monitor client satisfaction metrics closely and set up regular review meetings to discuss performance and opportunities for enhancement.

Performance Measurements
- Timely and effective implementation of the Client Service target operating model.
- Meeting or exceeding client service Key Performance Indicators (KPIs).
- Ascending rankings in Client Service benchmarking exercises and client satisfaction scores.
- Enhancing client retention and increasing the average number of mandates per client.
- Integration of Client Service goals into all strategic account plans.
- Receiving positive internal feedback, reflecting enhanced efficiency and satisfaction within the Client Service team.
- Garnering positive feedback from other internal teams, indicating a comprehensive understanding of the client service framework.

Qualifications and Experience Required
- Profound knowledge of client service facets with leadership experience in a client service department.
- Solid foundation in the operational processes of Client Service teams.
- Proven leadership and team management capabilities, with experience in guiding client-facing professionals.
- Executive-level communication and influence, adept at issue resolution, consensus building, and conflict mediation.
- Strong collaborative skills, able to work effectively with various d