Head of Client Relations Vacancy

Join the Team at Lidion Bank!

At Lidion Bank, we blend traditional banking values with modern, innovative solutions. We are committed to providing comprehensive financial services across a variety of industries, with a particular focus on technology and digital advertising.

We are seeking a dedicated Head of Client Relations to lead the Client Relations Department, ensuring exceptional client satisfaction, retention, and growth. This role focuses on managing the client teams, fostering strong client relationships, and continuously improving client service processes and strategies.

‍‍‍Position: Head of Client Relations

‍Primary Responsibilities:

• Lead and manage the Client Relations team to ensure high levels of client satisfaction and effective communication with clients.

• Act as the primary point of contact for key clients, whilst also providing the team with an escalation point of contact for all client related matters.

• Oversee the timely and accurate response to client inquiries, requests, and concerns by following implemented SLAs. Ensure that internal teams stick to the timelines for each different issue type.

• Possess very strong cross-functional communication skills with experience working closely with sales, finance and operations functions.

• Experience at understanding clients.

• Understand emotional, rational & commercial impact.

• Address and resolve client issues and complaints promptly, escalating complex issues to senior management when necessary.

• Identify client needs and opportunities for additional banking services, collaborating with internal teams to provide tailored solutions.

• Monitor client satisfaction and gather feedback from clients to continuously improve products, services, and processes.

• Prevent issues and handle issues that may arise with clients swiftly and efficiently to minimize impact on relationships.

• Develop and implement strategies to enhance client retention and drive business growth.

• Own certain operational metrics, including NPS

• Create detailed reports on client base to present to senior management on a regular basis.

Core Competencies:

• Deep client-centric mindset with a relentless focus on understanding, anticipating, and exceeding client expectations, ensuring every interaction builds a strong, positive client experience.

• Strong leadership skills with the ability to motivate and manage a team effectively.

• Hands-on, proactive approach with a can-do attitude.

• Excellent communication and interpersonal skills, capable of building connections and trust with clients.

• Strong problem-solving abilities, focusing on delivering timely and effective solutions to client issues.

• Attention to detail and commitment to maintaining confidentiality and integrity in client interactions.

• Ability to work independently and as part of a team, managing multiple priorities and deadlines.

‍Education and Experience:

• Bachelor's degree in Business Administration or a related field.

• A minimum of 5 years of experience in a client-facing role within a bank, financial institution, or CSP, with at least 2 years in a leadership position.

• Proven track record of building and maintaining strong client relationships.

• Experience with CRM systems and client feedback mechanisms is considered an asset.

‍Employee Centric Benefits at Lidion Bank

Lidion Bank's Employee-Centric Benefits Scheme provides a personalized annual package, encompassing gym memberships, parking, food plans, mobile expenses, various insurances, and travel. It also includes unique perks like hobby contributions, paid volunteer days, and pet care, all designed to offer meaningful benefits to every team member.

Personal Development

Each member of the Lidion Bank team has the opportunity to access Udemy Business entirely free of charge (subject to change). This initiative underscores Lidion Bank's commitment to fostering a culture of continuous learning and professional growth. Recognizing the importance of ongoing education, Lidion Bank also allows specific hours every month for employees to explore the range of courses that are not just directly related to their current roles but also those that align with their career and personal aspirations.

‍Embark on this Exciting Journey with Us

At Lidion Bank, we don't just offer jobs; if you have the skills, passion, and drive, we invite you to join our team and help shape the future of banking. Send your CV today at : hrm@lidionbank.com

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