Head – Customer & Relationship Operations

About the role

One of our prestigious clients is hiring a Head – Customer & Relationship Operations to direct the operations that sit behind every customer and client relationship. You will set direction for service processes, build strong teams, then connect operational excellence to revenue growth and key account retention. This senior leadership role works closely with business heads across functions.

What you'll do

• Set the strategy, together with the operating model, for customer and relationship operations.
• Head the operations teams, building capability, accountability plus clear performance measures.
• Design processes that support key account management, from onboarding to servicing to renewals.
• Partner with business development leaders to remove operational barriers to revenue growth.
• Represent operations with senior internal or client stakeholders on service performance.
• Drive continuous improvement through data, root-cause reviews or process redesign.

What you'll bring

• 11–16 years of experience across customer operations, relationship management or key accounts, with senior leadership.
• A graduate or postgraduate degree in a relevant discipline.
• A record of building, then directing, operations or relationship teams.
• Strong stakeholder management with senior business leaders as well as clients.
• Commercial understanding of how service quality supports revenue.

Good to have

• Prior experience in the financial services sector at a senior operational level.
• Exposure to regulated operations, including the governance of service levels.
• Experience directing operational transformation initiatives that cut across functions.