Design and enforce internal service standards — including response time and key control points throughout the client journey.
Optimise team operations to reduce processing time, enhance internal collaboration, and improve client satisfaction metrics.
Act as an escalation point for sensitive or high-profile cases, resolving issues with diplomacy and professionalism.
Ensure seamless collaboration between legal experts, external partners, and client managers to deliver a unified client experience.
Delegate and oversee responsibilities effectively, maintaining high accountability and performance within the team.
Promote a culture of service excellence and continuous improvement, introducing innovative tools and best practices.
Implement a client feedback system to capture insights and drive service enhancements.
Champion the smart use of platforms and tools, driving adoption and improving process efficiency across the department.

Proven experience leading a client service or operations department, ideally in a high-touch, international, or legal services environment
Comfortable working with CRM systems, process automation tools, and analytics platforms
Strong understanding of client lifecycle management and service excellence principles
Exceptional leadership, delegation, and conflict-resolution skills
Process-oriented mindset with experience in system implementation or service design
Fluent English and Russian (additional languages are a plus)
Experience in working across jurisdictions or within a regulated environment is preferred

Head of Client Services

Key skills