Head of Client Services

3 weeks ago Be among the first 25 applicants

We are seeking a dynamic and strategic Head of Client Services to lead, scale, and elevate our premium-level client service department. This role is pivotal in ensuring an exceptional client experience — from the moment of contract signing through to successful acquisition of their new citizenship or residency status.

The ideal candidate will bring a blend of leadership, operational excellence, and a deep commitment to client satisfaction. You will be responsible for streamlining processes, implementing intelligent systems, and maintaining consistently high service standards across countries and legal jurisdictions.

• Design and enforce internal service standards — including response time and key control points throughout the client journey
• Optimise team operations to reduce processing time, enhance internal collaboration, and improve client satisfaction metrics
• Act as an escalation point for sensitive or high-profile cases, resolving issues with diplomacy and professionalism
• Ensure seamless collaboration between legal experts, external partners, and client managers to deliver a unified client experience
• Delegate and oversee responsibilities effectively, maintaining high accountability and performance within the team
• Promote a culture of service excellence and continuous improvement, introducing innovative tools and best practices
• Implement a client feedback system to capture insights and drive service enhancements
• Champion the smart use of platforms and tools, driving adoption and improving process efficiency across the department

• Proven experience leading a client service or operations department, ideally in a high-touch, international, or legal services environment
• Comfortable working with CRM systems, process automation tools, and analytics platforms
• Strong understanding of client lifecycle management and service excellence principles
• Exceptional leadership, delegation, and conflict-resolution skills
• Process-oriented mindset with experience in system implementation or service design
• Fluent English and Russian (additional languages are a plus)
• Experience in working across jurisdictions or within a regulated environment is preferred

• A mission-driven, premium service environment with global impact
• The chance to shape and lead a high-performing department
• Collaborative international team and professional development opportunities
• Competitive salary and performance-based bonuses
  
  Flexible working arrangements
• Fully remote role with occasional trips to Malta or Portugal