Head of Client Services

We are seeking a dynamic and strategic Head of Client Services to lead, scale, and elevate our premium-level client service department. This role is pivotal in ensuring an exceptional client experience — from the moment of contract signing through to successful acquisition of their new citizenship or residency status.

The ideal candidate will bring a blend of leadership, operational excellence, and a deep commitment to client satisfaction. You will be responsible for streamlining processes, implementing intelligent systems, and maintaining consistently high service standards across countries and legal jurisdictions. Some of the Key Responsibilities include:

• 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.

Requirements

• 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

Benefits

• A mission-driven, premium service environment with global impact
• The chance to shape and lead a high-performing department
• Collaborative international team and professional development opportunities
• Competitive salary and performance-based bonuses
• Flexible working arrangements
• Fully remote role with occasional trips to Malta or Portugal.