Head of Client Relationships

Your role at Exness:

The Head of Client Relationships will lead the Client Relationships Department which is responsible for developing and sustaining strong relationships with the company’s High Value clients. This role emphasizes enhancing client retention through issue resolution, their satisfaction through strong relationships, and compliance to necessary KYC and AML goals.

Key responsibilities include managing a team of Relationship Managers dedicated to high-value clients, their capabilities and competencies in executing this function, and overseeing departmental processes, cost effectiveness, strategic execution, initiatives, resource management, and system integrations. The Head of Client Relationship will ensure the Exness delivers outstanding client experiences and supports critical business objectives effectively.

You will:

• Leadership and Strategic Management
  • Determines key strategic direction for Client Relationships department account for Commercial, growth and risk management objectives.
  • Oversees the adoption of the Client Relationship department’s vision, goals and objectives at all levels.
  • Lead and manage a team of RMs, ensuring alignment and capabilities needed to meet the company’s goals and client relationship strategies.
  • Drive the transition of the CR function to a centralized structure, overseeing implementation, training, and performance management.
    
    
• Client Relationship Oversight
  • Ensure the CR team delivers high-touch relationship management to the designated High Value clients, with efficient and effective service levels.
  • Oversee proactive engagement activities, including inbound and outbound calls, chats, emails and cases, and in-person meetings, to foster client trust and loyalty.
  • Ensure controls for timely resolution of client inquiries and complaints, enhancing client satisfaction.
  • Overseas Regional Managers in operational offices in Malaysia, Uruguay, South Africa and Cyprus/Dubai.
    
    
• AML / KYC Compliance
  • Ensure clients are in good standing in terms of KYC and AML 
  • Develop process and systems to support hese practices
  • Be the front line of detection of suspicious clients to project company interest
    
    
• Operational Excellence
  • Integrate CR operations with existing Exness communication channels, Support systems and processes, leveraging Salesforce and other tools to enhance efficiency.
  • Ensure the team adheres to company compliance standards, including AML/KYC requirements.
  • Support the organization of client-facing events and in-country travel for RMs to build relationships with key clients.
    
    
• Performance and KPI Management
  • Develop and monitor KPIs focused on client retention, satisfaction, and post-complaint resolution, ensuring RMs deliver measurable impact.
  • Ensure the high quality assurance for client interactions across multiple channels (calls, chats, emails, and cases).
  • Drive continuous improvement initiatives based on client feedback and performance data.
  • Ensures that client relationship activities are seen to deliver measurable and significant value to the businesses and meet customer expectations.
  • Head of Client Relationship also plays a mentorship role to team members by assisting in the execution of their duties upon request, ensuring constant sharpening of their skills and grooming them for the occupation of their position in the future. Provide ongoing coaching and development to ensure team members meet the new role’s requirements.

What makes you a great fit:

• Minimum 8 years experience in Client Relationship Management or any client facing roles within the financial services industry. 
• Understanding of trading and payments issues related to the activities of our High Value clients
• Has a strong attention to detail and understanding of client issues and their resolution.
• Exceptional communication skills and convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies.
• Can work closely with analysts to devise and interpret client research and analysis, and align strategies and operational activities based on this data.
• Demonstrate a keen understanding of financial metrics inclusive of cost management, budget setting  and revenue generation.
• Ability to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior team members.
• Capable to inspire and motivate the team members, guiding them in a unified direction and taking accountability for the group’s actions. He will also be an approachable and relatable individual, making it easy for team members to follow the direction and to earn  trust and give credit to he/she insights and judgments.
• Experience working with Salesforce, Tableau and other reporting tools.
• Ability to work in a fast-paced environment, multi-task with attention to detail and meet deadlines.
• Willingness to travel for Business Trips.
• Based in Kuala Lumpur,  MY Office

Your journey after applying:

• TA Interview
• Test Task
• Final Interview