Client Services Team Lead

Role Overview: As an ideal candidate for this role, you have utilized your business knowledge to streamline service delivery processes and applied management concepts to effectively scale a support or service team. You have demonstrated your ability to manage client-facing service operations by resolving escalations and meeting SLAs, as well as supporting the transition of services into a centralized hub. Key Responsibilities: - Ensure that processes meet regulatory requirements in various countries - Advise stakeholders on compliance risks and contribute to successful audits or certifications - Scale a service delivery team in a fast-growing organization - Implement performance metrics and dashboards to monitor service delivery - Achieve consistent SLA adherence - Advance from supervising a small team to leading a larger service function - Introduce scheduling to support international clients and implement workflow tools for managing high volumes - Coach and develop team members to achieve SLA targets - Improve team engagement scores through structured coaching programmes - Act as an escalation point during service challenges - Reduce processing times by standardizing workflows, automating routine reporting, and streamlining onboarding or setup processes across regions - Present service performance updates to executives and facilitate cross-team workshops - Effectively communicate with clients to de-escalate issues - Chair governance calls with senior stakeholders and collaborate across functions to resolve client issues - Negotiate timelines or scope adjustments with customers - Identify root causes of recurring service failures, use data trends to improve forecasting, and implement corrective actions to enhance client satisfaction - Manage urgent onboarding/setup for new clients - Resolve multiple escalations simultaneously - Consistently deliver within tight SLAs Qualifications Required: - Business knowledge to streamline service delivery processes - Management concepts application to scale a support or service team - Experience in managing client-facing service operations and meeting SLAs - Regulatory compliance knowledge in various countries - Ability to coach and develop team members to achieve targets - Strong communication skills to de-escalate client issues - Efficiency and professionalism in handling high-pressure scenarios Role Overview: As an ideal candidate for this role, you have utilized your business knowledge to streamline service delivery processes and applied management concepts to effectively scale a support or service team. You have demonstrated your ability to manage client-facing service operations by resolving escalations and meeting SLAs, as well as supporting the transition of services into a centralized hub. Key Responsibilities: - Ensure that processes meet regulatory requirements in various countries - Advise stakeholders on compliance risks and contribute to successful audits or certifications - Scale a service delivery team in a fast-growing organization - Implement performance metrics and dashboards to monitor service delivery - Achieve consistent SLA adherence - Advance from supervising a small team to leading a larger service function - Introduce scheduling to support international clients and implement workflow tools for managing high volumes - Coach and develop team members to achieve SLA targets - Improve team engagement scores through structured coaching programmes - Act as an escalation point during service challenges - Reduce processing times by standardizing workflows, automating routine reporting, and streamlining onboarding or setup processes across regions - Present service performance updates to executives and facilitate cross-team workshops - Effectively communicate with clients to de-escalate issues - Chair governance calls with senior stakeholders and collaborate across functions to resolve client issues - Negotiate timelines or scope adjustments with customers - Identify root causes of recurring service failures, use data trends to improve forecasting, and implement corrective actions to enhance client satisfaction - Manage urgent onboarding/setup for new clients - Resolve multiple escalations simultaneously - Consistently deliver within tight SLAs Qualifications Required: - Business knowledge to streamline service delivery processes - Management concepts application to scale a support or service team - Experience in managing client-facing service operations and meeting SLAs - Regulatory compliance knowledge in various countries - Ability to coach and develop team members to achieve targets - Strong communication skills to de-escalate client issues - Efficiency and professionalism in handling high-pressure scenarios