ABOUT US:
Kurtosys provides asset and wealth managers with a data and content publication platform that enables the construction and distribution of critical sales, marketing, and client reporting materials. Founded in 2002, Kurtosys operates across three global offices. Underpinned by global ISO-27001 certification in information security management, the Kurtosys team has a deep understanding of working at scale with data, information design, industry regulations and compliance issues.
THE OPPORTUNITY:
We are seeking a dynamic and experienced Head of Operations to lead our client service team within an IT implementation/SaaS environment. The ideal candidate will be responsible for ensuring the highest level of service delivery to our clients, driving client satisfaction, and overseeing the operational efficiency of the client service department. This role demands a leader with a strategic mindset, who can also dive deep into operational details to improve service delivery processes. You will oversee workload management and capacity planning with overall objectives of reducing workload, accelerating resolution times and conducting root cause analysis to help improve our product.
If you thrive on innovation, collaboration, and creating exceptional client journeys supported by strong process fundamentals, this role is an exciting opportunity to grow in a scaling environment. You will have experience in a SaaS business servicing a global client base across multiple jurisdictions and time zones. Data will be your ally in informing strategic choices around how you strategically grow and improve the capability.
RESPONSIBILITIES:
- Develop and implement client service delivery strategies to ensure outstanding service quality and client satisfaction.
- Work closely with the COO, Chief Client Experience Officer and other delivery heads to drive a seamless and efficient client experience.
- Lead, manage, and mentor the client service team to achieve individual and team performance goals.
- Establish and maintain strong relationships with key clients, understanding their needs, and ensuring their expectations are met or exceeded.
- Oversee the management of client service contracts and agreements, ensuring compliance and timely renewals.
- Collaborate with cross-functional teams, including sales, marketing, product development, and operations, to enhance client service delivery and resolve any client-related issues.
- Monitor and analyze client service performance metrics, prepare reports, and implement continuous improvement strategies.
- Lead client service projects, including the implementation of new technologies or processes to enhance service delivery.
- Ensure effective processes are used to achieve desired results within our service oriented area of the business.
- Be the escalation point for client-related queries and incidents.
- Coordinate and administrate specific external vendors and agencies.
HOW DO WE MEASURE SUCCESS:
- Client satisfaction (NPS)
- Total number of client tickets raised and resolution time
- % Tickets resolved by each team (first line, second line, etc.)
- Client churn
THE NON-NEGOTIABLES:
- 3+ years proven leadership in a client-facing support team.
- 10+ years’ experience as a business analyst, software engineer, process engineer, head of client services, head of operations, or client support role.
- Familiarity with the SaaS landscape, including understanding subscription-based models, cloud services, and software deployment.
- Experience with implementing complex IT projects within financial services environments, ideally in asset management or wealth.
- A forward-thinking mindset to explore new support channels, technologies, and best practices.
- Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
- Strong analytical skills to identify root causes of issues and implement effective solutions.
- Comfort with SaaS tools, CRM systems, and client support software.
- Skill in handling client escalations and resolving conflicts.
- Natural leader who shows empathy for those they lead.
- Ability to foster a positive team culture and collaborate effectively with colleagues.
- Client support can be demanding; resilience and stress management are essential.
NICE TO HAVES:
- Working closely with C-suite.
- 5+ years’ experience in financial services or asset management industry highly preferential.
- Experience in setting up new support service centers in new geographic regions.
BENEFITS:
- Relaxed Dress Code.
- Open Culture.
- Flexible Work Hours.
- Group Risk Cover.
- Employee Wellbeing Program.
- Generous Leave Policy.
- Ongoing Staff Appreciation Events.
- Access To Learning Platforms.
- Working With Experts Across The Globe.
- Home Internet Allowance.
Get in touch to learn more.
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