Head Of Operations Cape Town

Duties & Responsibilities

About Our Client

Our client is a global leader in digital marketing and client reporting solutions, empowering financial professionals to enhance investor engagement and retention. With operations spanning four continents, they are rapidly expanding their team worldwide. Serving top-tier clients in the fintech sector, they seek individuals passionate about technical R&D and solution design, offering remote work opportunities.

What You Will Be Doing

Craft and execute client service strategies to ensure top-tier satisfaction.
Partner closely with leadership to streamline client experiences.
Lead and support the client service team in achieving their goals.
Foster genuine relationships with clients while managing contracts effectively.
Collaborate across teams to enhance service quality and resolve issues seamlessly.
Track metrics and implement improvements with a focus on continuous enhancement.
Drive exciting client service projects and refine processes for optimal results.
Be the friendly go-to person for any client questions or concerns.
Coordinate with external partners smoothly and efficiently.

What You Need

3+ years leading client support teams, showing proven leadership.
10+ years in various roles: business analysis, software engineering, process engineering, and client support.
Familiarity with SaaS, including subscription models and cloud services.
Experience in complex IT projects, especially in finance, like asset management or wealth.
Forward-thinking in exploring new support channels and tech.
Strong communication and analytical skills.
Proficient in SaaS tools, CRM systems, and client support software.
Skilled in handling escalations and conflicts with empathy.
Promotes positive team culture and effective collaboration.
Requires resilience and stress management in demanding client support roles.

Nice To Haves