AVK-SEG

Head of Client Operations

AVK-SEG

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Lead

About the role

  • Operational Leadership: Lead and manage the Client Operations team, including sales, client onboarding, account management operations and scheduling functions.
  • Client Onboarding & Delivery: Oversee the client onboarding process, ensuring seamless transitions from sales to service. Continuously optimise onboarding workflows for speed, consistency, and satisfaction.
  • Process Optimisation: Design and implement operational processes, policies, and standards to improve client experience, reduce churn, and ensure service-level compliance.
  • Cross-functional Collaboration: Partner closely with wider AVK stakeholders to ensure alignment on client needs, service expectations, and business priorities.
  • Client Satisfaction & Retention: Monitor and improve client satisfaction metrics, identify pain points, and work cross-functionally to drive retention strategies and value based propositions.
  • Data-Driven Decisions: Analyse operational data and performance metrics to drive continuous improvement and make informed strategic decisions.
  • Team Development: Build and lead a high-performing team, fostering a culture of accountability, continuous improvement, and customer-centricity

Requirements

  • **Knowledge: **
  • Proven track record of driving operational excellence in a client-facing environment.
  • Strong leadership and team management skills.
  • Exceptional problem-solving, process development, and project management abilities.
  • Excellent communication and interpersonal skills, with a client-first mindset.
  • Familiarity with CRM platforms, customer support tools, and performance analytics.
  • **Preferred Experience:**
  • Experience in a high-growth, fast-paced industry.
  • Familiarity with customer success frameworks and operations scaling.
  • International or multi-regional client operations experience is a plus.
Benefits
  • - Private Health Insurance
  • - Flexible & Hybrid working
  • - Performance Bonus
  • - Pension Plan
  • - Birthday Off
  • - Company Events
  • - Great Team & Culture
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operational excellenceprocess developmentproject managementperformance analyticsclient onboardingservice-level compliancedata analysisclient retention strategiescustomer success frameworksoperational processes
Soft Skills
leadershipteam managementproblem-solvingcommunicationinterpersonal skillsclient-first mindsetaccountabilitycontinuous improvementcustomer-centricitycross-functional collaboration