Head of Client Services

7 months ago

Claremont, South Africa Kurtosys Full time

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:
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 resolves by each time (first line, 2nd 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 or client support role
- Familiarity with the SaaS landscape, including understanding subscription-based models, cloud services, and software deployment
- 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**:

- No Dress Code
- Open Culture
- Flexible Work Hours
- Group Risk Cover
- Employee Wellbeing Program
- 20 Days Paid Leave
- Ongoing Staff Appreciation Events
- Access To Learning Platforms
- Working With Experts Across The Globe
- Home Internet Allowance

Get in touch to learn more.

  • Client Service Manager

    7 months ago

    Claremont, South Africa Kurtosys Full time

    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 four global offices. Underpinned by global ISO-27001 certification in information security management, the...

  • Client Services Manager

    7 months ago

    Claremont, South Africa Southern Shore Recruitment Full time

    **Client Services Manager** **R30 000.00** **Claremont - Southern Suburbs** Duties of the Role: - Managing the Client Services and Onboarding consultants in their day-to-day duties with in their roles. - Ensuring that turnaround times are met on registrations and enquiries - Managing the relationships and productivity of our service providers that work...

  • Head of Operations

    3 months ago

    Claremont, South Africa Kurtosys Full time

    **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,...

  • Head of Operations

    7 months ago

    Claremont, South Africa Kurtosys Full time

    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...

  • Client Service Administrator

    2 weeks ago

    Claremont, South Africa Conova Full time

    Well known established Investment Management Company is looking to recruit a Client Service Administrator. In this role you will be responsible for: - Provide client service and support to team members, partners, and service providers - Build sustainable relationships and trust with partners through open and interactive communication. - Provide accurate,...

  • Head of PMO

    9 months ago

    Claremont, South Africa IRI Full time

    Circana is a leading provider of big data, predictive analytics and forward-looking insights that help FMCG, healthcare, retailers, and media companies to grow their businesses. With the largest collection of purchase, media, social, causal and loyalty data, all integrated on an on-demand cloud-based technology platform, Circana guides its clients around the...

  • Client Contact Centre Service Administrator

    7 months ago

    Claremont, South Africa Status Staffing Full time

    **Western Cape**, Claremont** **R11,000 Monthly** Our Client in Claremont is looking to employ a Client Contact Centre Service Administrator with 2 years proven client service/call centre experience to respond to and resolve general/claim related correspondence queries EMPLOYMENT TYPE : Permanent SECTOR : Admin / Call Centre BASIC SALARY :...

  • Personal Assistant to Global Head of Institutional

    3 days ago

    Claremont, South Africa Coronation Fund Managers Full time

    To organize and support the Global Head of Institutional Business, the Institutional Client Service Fund Managers, and the wider team reliably and accurately. The Institutional Business team (CIB) is a high-performance team that is the client face for institutional clients of Coronation in both the South African and International Markets. **Duties and...

  • Head of Website Delivery

    1 day ago

    Claremont, South Africa Kurtosys Full time

    **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 four global offices. Underpinned by global ISO-27001 certification in information security management, the...

  • Client Contact Centre Service Administrator

    3 days ago

    Claremont, South Africa Status Staffing Full time

    A recent professional profile photo is to accompany your application EMPLOYMENT TYPEÂ Â :Â Â Â Â Â Â Â Â Â Â Permanent SECTORÂ Â Â Â Â Â Â Â Â Â Â Â Â :Â Â Â Â Â Â Â Â Â Â Admin / Call Centre BASIC SALARYÂ Â Â Â Â Â Â :Â Â Â Â Â Â Â Â Â Â R11,000 START DATEÂ Â Â Â Â Â Â Â Â :Â Â Â Â Â Â Â Â...

  • Client Analyst

    2 weeks ago

    Claremont, South Africa IRI South Africa Full time

    **About the Team**:Operations** The Operations team is integral to achieving high levels of customer satisfaction by ensuring there is flawless planning, proactive communication and client engagement Operations deliver services to both Manufacturer & Retail clients, ensuring the highest levels of quality, efficiency & cost control, whilst simultaneously...

  • Head of Project Management

    3 months ago

    Claremont, South Africa Kurtosys Full time

    **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 four global offices. Underpinned by global ISO-27001 certification in information security management, the...

  • Client Analyst

    1 day ago

    Claremont, South Africa IRI South Africa Full time

    **Let’s be unstoppable together!** About Circana Circana is a leading provider of big data, predictive analytics and forward-looking insights that help FMCG, healthcare, retailers, and media companies to grow their businesses. With the largest collection of purchase, media, social, causal and loyalty data, all integrated on an on-demand cloud-based...

  • [15h Left] Client Contact Centre Service Administrator

    3 months ago

    Claremont, South Africa Jobted ZA C2 Full time

    A recent professional profile photo is to accompany your application EMPLOYMENT TYPEÂ Â :Â Â Â Â Â Â Â Â Â Â Permanent SECTORÂ Â Â Â Â Â Â Â Â Â Â Â Â :Â Â Â Â Â Â Â Â Â Â Admin / Call Centre BASIC SALARYÂ Â Â Â Â Â Â :Â Â Â Â Â Â Â Â Â Â R11,000 START DATEÂ Â Â Â Â Â Â Â Â :Â Â Â Â Â Â Â Â...

  • Client Engagement Specialist

    1 week ago

    Claremont, South Africa Wetu Tourism Solutions Full time

    **Client Engagement Specialist** Wetu is a technology company that creates and provides software solutions that assist the travel industry in collaborating and serving their customers efficiently. Established in 2009 in Cape Town, South Africa, Wetu has a well-established African footprint and a growing presence across the rest of the world. **Who we are...

  • Head Baker

    7 months ago

    Claremont, South Africa Crew Life at Sea Full time

    Job Summary: We are seeking an experienced and talented Head Baker to join our culinary team on board our cruise ship. As the Head Baker, you will be responsible for leading the bakery department, overseeing the production of a variety of baked goods, and ensuring the highest standards of quality and taste. Your exceptional baking skills, leadership...

  • Client Relationship Manager

    2 weeks ago

    Claremont, South Africa YMA Consulting Full time

    Develop relationships with assigned consumers and maintain them to ensure that the company’s service is up to standard. Ensure that clients. Adhere to the relevant systems / policies / procedures which are put in place, to provide satisfactory service throughout the region. **Responsibilities** - Encouraging consumer retention and consumer loyalty -...

  • Client Relationship Manager

    7 days ago

    Claremont, South Africa YMA Consulting Full time

    Develop relationships with assigned consumers and maintain them to ensure that the company’s service is up to standard. Ensure that clients. Adhere to the relevant systems / policies / procedures which are put in place, to provide satisfactory service throughout the region. **Responsibilities** - Encouraging consumer retention and consumer loyalty -...

  • Serviced Office Centre Manager

    7 months ago

    Claremont, South Africa Continuum Personnel Services Full time

    We are currently looking for a well spoken and presentable office manager with hospitality background. **Duties**: - Office Administration - Highly customer service orientated and able to uphold customer satisfaction at all times - Welcoming new clients - Attract new clients - Drafting lease agreements and setting up accounts. - Tenant portfolio...

  • Client Support Lead

    7 days ago

    Claremont, South Africa Kurtosys Full time

    **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 four global offices. Underpinned by global ISO-27001 certification in information security management, the...