HEAD OF CLIENT SERVICES

JOB SUMMARY

The Head of Client Services is responsible for leading Sizanid Staffing's client relationship and client experience function. The role ensures that clients receive professional, responsive, consistent, and high-quality service throughout their relationship with the company.

The Head of Client Services serves as a key point of contact for major clients, oversees client account management, monitors service delivery and client satisfaction, resolves client concerns, and coordinates with internal departments to ensure that client requirements are effectively addressed.

KEY RESPONSIBILITIES

1. Client Services Strategy & Leadership

Develop and implement Sizanid Staffing's client service strategy.
Establish standards for client communication, responsiveness, and service quality.
Develop processes that promote positive and consistent client experiences.
Identify opportunities to improve client service and relationship management.
Provide client-related insights and recommendations to Executive Management.

2. Client Relationship Management

Build and maintain strong relationships with key clients.
Serve as a senior point of contact for strategic and high-value accounts.
Understand client objectives, workforce needs, and expectations.
Conduct regular client check-ins and account reviews.
Maintain accurate records of client interactions, requirements, and issues.
Identify opportunities to strengthen long-term client relationships.

3. Client Onboarding

Oversee the onboarding of new clients.
Ensure clients receive appropriate information about Sizanid Staffing's services and processes.
Coordinate internal teams during the client onboarding process.
Ensure client requirements, contracts, service expectations, and deliverables are clearly communicated.
Monitor the early stages of client relationships to ensure a smooth transition.

4. Service Delivery Coordination

Monitor the delivery of HR, recruitment, staffing, training, and other services to clients.
Coordinate with relevant department heads to ensure client requirements are met.
Track service deliverables, deadlines, and client expectations.
Identify service delivery gaps and coordinate corrective action.
Ensure commitments made to clients are communicated to the appropriate internal teams.

5. Client Satisfaction & Experience

Develop and implement processes for measuring client satisfaction.
Conduct client satisfaction surveys, reviews, and feedback sessions.
Monitor client feedback and identify recurring issues.
Develop initiatives to improve client experience and service quality.
Ensure client concerns are acknowledged and addressed promptly.

6. Complaint & Issue Resolution

Act as a senior escalation point for client complaints and service concerns.
Investigate client issues and coordinate appropriate resolutions.
Work with relevant departments to resolve service delivery problems.
Maintain records of complaints and resolutions.
Identify recurring problems and recommend preventive measures.
Escalate significant or unresolved issues to the Managing Director.

7. Client Retention & Account Growth

Develop strategies to improve client retention.
Monitor account health and identify clients at risk of leaving.
Identify opportunities for additional services based on client needs.
Work closely with the Head of Sales to support account expansion and cross-selling opportunities.
Participate in client renewal and contract discussions where appropriate.
Strengthen long-term partnerships with key clients.

8. Client Communication

Establish professional standards for client communication.
Ensure timely responses to client inquiries and requests.
Oversee important client communications and escalations.
Ensure clients receive accurate and consistent information.
Coordinate client meetings, account reviews, and service updates.
Maintain appropriate documentation of significant client communications.

9. Client Account Management

Maintain an organized portfolio of client accounts.
Monitor account status, service usage, contracts, renewals, and outstanding issues.
Conduct regular account reviews.
Track client requirements and upcoming staffing, recruitment, training, or HR needs.
Ensure appropriate follow-up on outstanding client actions.
Maintain accurate client information within the company's CRM or client management system.

10. Cross-Departmental Coordination

Work closely with the Head of Sales on client acquisition and account development.
Coordinate with the Head of Staffing on workforce and placement requirements.
Work with the Head of HR on employee-related client matters where applicable.
Coordinate with the Head of Training on corporate training requirements.
Work with Operations to ensure effective service delivery.
Collaborate with Finance on billing and payment-related client concerns.
Work with Legal on contractual and legal client matters.

11. Client Reporting & Performance Management

Establish and monitor client service KPIs.
Track client satisfaction, retention, complaints, response times, and service performance.
Prepare regular client services reports for the Managing Director.
Analyze client feedback and service data.
Identify trends and recommend improvements.
Monitor performance against agreed service standards.

12. Process Improvement

Review client service processes and identify areas for improvement.
Develop and maintain client service procedures and standards.
Introduce tools and technologies that improve client communication and account management.
Develop client feedback and escalation procedures.
Ensure lessons learned from client interactions are incorporated into service improvements.

KEY PERFORMANCE INDICATORS (KPIs)

The Head of Client Services may be measured using:

Client satisfaction rate
Client retention rate
Client renewal rate
Client complaint resolution time
Client response time
Number of unresolved client issues
Service delivery performance
Client account growth
Repeat business rate
Client referral rate
Client feedback score
Account review completion rate
Achievement of client service targets

QUALIFICATIONS

Bachelor's degree in Business Administration, Marketing, Communications, Human Resource Management, Customer Experience, or a related field.
Master's degree or relevant professional qualification is an advantage.
5–8 years of experience in client services, account management, customer success, business development, HR services, recruitment, or a related field.
Demonstrated experience managing corporate clients and strategic accounts.
Experience in HR, recruitment, staffing, consulting, or professional services is strongly preferred.

REQUIRED SKILLS & COMPETENCIES

Client relationship management
Account management
Customer experience management
Client retention
Service delivery management
Complaint resolution
Stakeholder management
Communication and presentation
Negotiation
Problem-solving
Conflict resolution
CRM management
Data analysis and reporting
Team leadership
Strategic thinking
Organization and time management
Business development awareness

CORE VALUES

The Head of Client Services is expected to demonstrate:

Client Focus
Integrity
Professionalism
Responsiveness
Accountability
Excellence
Respect
Collaboration
Reliability
Continuous Improvement

WORKING RELATIONSHIPS

The Head of Client Services will work closely with:

Managing Director
Executive Management
Head of Sales
Head of Operations
Head of Staffing
Head of HR
Head of Training
Head of Finance
Head of Legal
Head of Marketing
Clients and Corporate Partners
Service Delivery Teams

ROLE EXPECTATIONS

The Head of Client Services is expected to ensure that Sizanid Staffing maintains strong and lasting client relationships, delivers consistently high-quality service, responds effectively to client needs, resolves concerns professionally, and identifies opportunities to improve client satisfaction, retention, and account growth.

Head of Client Delivery Operations