Client Services Manager

Key Responsibilities:

• Act as the primary relationship manager for an assigned portfolio of clients, gaining a deep understanding of their business needs and priorities.
• Serve as the first point of contact for queries, escalations, and service delivery matters, ensuring professional and timely responses.
• Lead client onboarding processes, ensuring regulatory compliance and smooth integration.
• Build trusted advisor relationships and proactively identify opportunities to broaden client engagement
• Oversee delivery of services including company formation, renewals, amendments, residency and visa processing, fiduciary support, and concierge services.
• Coordinate with internal teams (legal, tax, compliance, operations) to ensure seamless execution of client mandates.
• Monitor service levels, response times, and deliverables, acting as the escalation point for client issues.
• Identify additional services to strengthen client relationships and enhance satisfaction.
• Collaborate with business development and advisory teams to provide tailored solutions.
• Support initiatives to improve client engagement and retention.
• Ensure compliance with KYC, AML, and internal regulatory requirements.
• Review and approve complex onboarding cases with compliance and risk teams.
• Oversee issuance of engagement letters, invoices, and documentation while maintaining accurate client records.
• Drive initiatives to digitize workflows and improve operational efficiency.
• Identify process gaps and implement enhancements in collaboration with leadership.
• Leverage technology to optimize client service delivery.
• Lead and mentor the Client Services team, managing workload, performance, and priorities.
• Provide coaching, training, and guidance to enhance team capability.
• Foster a culture of accountability, client-centricity, and continuous improvement.