Head of Client Relationship Management - UAE | Dubai, UAE

Head of Client Relationship Management - UAE

We are seeking an experienced and dynamic Head of Relationship Management to be responsible for managing a portfolio of processing clients to achieve revenue, client satisfaction, and other targets. This role includes P&L responsibilities, managing budgets, forecasting, and financial planning for the UAE market. The main duties include being the primary liaison between customers and the Company, increasing customer loyalty and satisfaction, coordinating with the companies’ resources to resolve issues, and ensuring customer needs are addressed in a timely manner.

Key Responsibilities:

• Existing Portfolio of Clients:
• Strategic Relationship Management: Oversee and manage the portfolio of clients using advanced relationship management techniques to ensure long-term client retention and satisfaction.
• Stakeholder Engagement: Develop and nurture high-level relationships with key stakeholders in client organizations, including C-suite executives.
• Voice of the Customer: Act as the primary advocate for clients within the organization, ensuring responsiveness to client needs and achievement of SLAs and other service standards.
• Revenue Growth: Drive cross-selling of products and services to increase revenues and identify new product needs and opportunities to enhance client offerings.
• Deliver Results:
• Revenue and Volume Targets: Achieve and exceed revenue and volume targets from clients, ensuring financial performance aligns with organizational goals.
• Client Satisfaction: Deliver exceptional client satisfaction ratings through proactive issue resolution and continuous improvement of service delivery.
• Financial Oversight: Oversee financial performance, profitability, and cost management for the UAE market, ensuring alignment with budgetary goals and financial forecasts.
• Strategic Planning and Market Expansion:
• Strategic Initiatives: Develop and implement strategic plans to drive business growth and market share in the UAE, aligning with overall corporate strategy.
• Market Expansion: Lead initiatives to expand market presence, identify new business opportunities, and drive innovation in client solutions.
• Support the Team:
• Leadership and Reporting: Provide comprehensive daily, weekly, and monthly reporting as required to the Head of Processing, ensuring transparency and accountability.
• Team Support: Back up and support team members, including during periods of leave, and provide leadership and guidance to ensure team success.

Education/Certifications:

• Bachelor’s degree in Banking and Finance or equivalent.

Knowledge/Skills/Attributes:

• Proven ability to achieve revenue targets from assigned accounts and consistently meet deadlines.
• Comprehensive understanding of company business processes, products, and services, along with reasonable knowledge of Visa and MasterCard regulations and offerings.
• Strong grasp of the payment industry, with a focus on current trends and future developments.
• Capable of working effectively both independently and as part of a team.
• Highly presentable with exceptional presentation skills, able to convey complex information clearly and persuasively.
• Adept at interacting with customers at all organizational levels, fostering strong relationships and trust.
• Skilled in resolving customer issues by collaborating with internal teams like CSE and delivery management and leveraging company resources.
• Proven ability to manage customer expectations and maintain high levels of customer satisfaction.
• Innovative mindset with the ability to develop new working methods and contribute to optimizing company performance.
• Strong sales and commercial acumen, with the ability to identify and capitalize on cross-sell/up-sell business opportunities.