HEAD OF CLIENT SERVICES, AMERICAS

360T Group•New York, NY

46d•Onsite

About The Position

The Head of Client Services, Americas, oversees the regional BCAS and TCAS teams dedicated to delivering exceptional business and technical client service. The role focuses on managing the teams' efforts to address and resolve client inquiries, incidents, and technical challenges within 360T. This individual ensures that clients receive timely, accurate, and high-quality service while fostering strong relationships. The ideal candidate brings incident management experience, technical expertise, business acumen, and strong leadership skills. As 360T operates a 24/7 global support model, including weekends, this role requires a flexible mindset and occasional weekend availability to ensure seamless client coverage and continuity across time zones in a true follow-the-sun approach.

Requirements

5+ years of experience in client service or incident management with at least 2+ years in a leadership role, ideally in a fintech or financial services environment
Proven experience successfully managing both technical and non-technical client service teams.
Strong leadership and team management skills
Excellent communication skills, with the ability to interact with clients, internal teams, and senior management
Strong problem-solving abilities and the capacity to manage complex client issues
Deep understanding of client relationship management and ability to maintain and grow client satisfaction.
Ability to manage multiple priorities in a fast-paced environment
Analytical mindset with the ability to report on performance, track KPIs, and recommend improvements
Strong understanding of APIs and fintech technologies, enabling effective troubleshooting of issues
Comfortable using CRM tools (Salesforce), Confluence, and Jira
Self-starter that takes the initiative

Responsibilities

Serve as the primary point of contact for all client service and technical issues
Lead and develop a team of client service professionals, providing tools, training, and support necessary to deliver superior client service
Ensure timely and effective resolution of client issues, working closely with business and technical teams
Handle escalations, client issues, trade issues, and troubleshoot timeouts with a focus on managing sensitive clients and expectations
Manage high-profile cases, ensuring responses are in line with company processes, identifying opportunities for improvement, and encouraging efficient troubleshooting
Lead and manage high-priority and critical incidents, coordinating with relevant teams and stakeholders to ensure quick resolution and service restoration
Act as a bridge between local and global teams, promoting collaboration, strong communication, and ensuring that issues are properly addressed to prevent recurring incidents
Ensure seamless follow-the-sun support by coordinating effectively with global client service teams to maintain 24/7 coverage
Partner with Sales to ensure a best-in-class client engagement and service model
As team lead, provide a clear understanding of what CAS stands for and how integral it is to the wider team
Demonstrate expertise in risk and queue management, optimizing workflows during high issue ticket count days
Create and update processes to ensure team members follow current, tested procedures, preventing incorrect incident handling
Develop and implement best practices for client service to improve efficiency and customer satisfaction
Build and maintain strong, long-term relationships with clients, understanding their business objectives and needs
Monitor client health and satisfaction, identifying risks and potential issues before they escalate
Proactively identify opportunities to enhance client satisfaction and provide value-added services
Track key performance indicators (KPIs) for team performance and client satisfaction
Provide regular reports on service delivery, client feedback, and any technical challenges or escalations to senior management
Analyze trends in client inquiries and issues to identify areas for improvement and process optimization
Continuously evaluate and optimize client service workflows to improve efficiency and reduce response times
Conduct regular performance reviews, provide feedback, and mentor team members for career development