Job Title: Head, Client Service

Industry: Financial Services / Fintech

Location: Lagos, Nigeria

Employment Type: Full-Time

Reports To: Chief Operating Officer


Client Overview

A fast-growing Nigerian financial services company providing lending, savings, and fixed deposit solutions to individuals and small businesses. Committed to convenience and exceptional customer experience, the organization is strengthening its client service function to deliver consistent, responsive, and technology-driven support across all touchpoints.

This role offers an experienced client service leader the opportunity to set service standards, enhance operational performance, improve complaint resolution, and build a customer-centric culture within a dynamic, high-growth environment.

Role Overview

The Head, Client Service will provide strategic and operational leadership for the client service function, with responsibility for service performance across customer touchpoints and the continuous improvement of the customer journey.

This role goes beyond day-to-day customer support. The successful candidate will own the service operating model, SLA performance, complaints governance, quality standards, customer insights, and service improvement agenda, while working across Operations, Product, Technology, Risk, and other functions to resolve systemic service issues.

Key Responsibilities

Client Service Strategy & Governance

• Develop and implement the client service strategy, operating standards, policies, and service governance framework in line with business objectives.
• Establish clear service expectations, SLAs, escalation protocols, and performance standards across customer-facing channels.
• Identify structural weaknesses within the service function and lead initiatives to improve efficiency, consistency, and customer outcomes.

• Provide oversight of daily client service and contact-canter operations, ensuring service levels, response times, productivity, and resolution targets are consistently achieved.
• Establish and monitor key service metrics, using performance data to identify operational gaps and drive corrective action.
• Ensure service processes remain scalable as customer volumes, products, and service channels expand.

• Own the governance framework for customer complaints, escalations, and complex service cases, ensuring timely resolution within defined SLAs.
• Analyses recurring complaints and service failures to identify root causes rather than treating individual cases in isolation.
• Work with relevant business functions to eliminate recurring issues and improve the end-to-end customer experience.

• Use customer feedback, complaints data, service trends, and behavioral insights to identify opportunities for process and journey improvement.
• Champion the voice of the customer in product, operational, and business discussions.
• Translate customer insights into practical recommendations that improve customer satisfaction, retention, and ease of service.

• Establish a structured quality assurance framework for customer interactions across relevant service channels.
• Drive the effective use of CRM, contact-center, customer feedback, automation, and self-service technologies to improve service efficiency.
• Review workflows and customer journeys regularly to eliminate avoidable friction, manual processes, and service bottlenecks.

• Ensure client service operations comply with applicable regulatory, risk, data protection, and internal control requirements.
• Identify operational risks within service processes and ensure appropriate controls and mitigation measures are implemented.
• Provide management with regular reports covering SLA performance, complaints, service quality, customer trends, operational risks, and improvement initiatives.

• Lead, coach, and develop the Client Service team, establishing clear accountability, performance expectations, and capability development plans.
• Build a service culture focused on ownership, professionalism, responsiveness, and continuous improvement.
• Partner with Operations, Product, Technology, Risk, Compliance, and other senior stakeholders to resolve cross-functional service challenges.

• Client Service Strategy & Governance
• Customer Experience & Journey Management
• Contact Centre & Service Operations
• SLA, KPI & Performance Management
• Complaints & Escalation Management
• Customer Insights & Data Analytics
• Service Quality & Process Improvement
• CRM, Automation & Digital Service Solutions
• Risk, Compliance & Control
• People Leadership & Team Development
• Cross-Functional Stakeholder Management
• Strategic Problem Solving & Decision Making

Key Requirements

• Bachelor's Degree in Business Administration, Management, Social Sciences, or a related discipline.
• Minimum of 7 years' progressive experience in Client Service, Customer Experience, Contact Centre Operations, or related roles, preferably within financial services, fintech, telecommunications, or another customer-intensive industry.
• Proven experience leading client service operations, including SLA management, complaints and escalations, service quality, and performance management.
• Strong experience using customer insights, service data, CRM, and customer feedback tools to identify service gaps and drive process and customer journey improvements.
• Demonstrated leadership, stakeholder management, risk and compliance awareness, with the ability to lead high-performing teams and influence cross-functional improvements.