Role Overview
We are seeking a dynamic and experienced Head of Client Solutions & Delivery to lead our client service, business analysis, and project delivery functions. This role bridges strategic leadership and operational excellence, ensuring our clients receive world-class service and tailored technology solutions.
The ideal candidate will combine strong leadership and project management experience with a deep understanding of client needs, operational processes, and solution delivery. You will lead a team of solution managers and analysts to ensure every client interaction results in value, satisfaction, and trust.
Key Responsibilities
Leadership and Strategy
- Develop and implement the overall Client Solutions & Delivery strategy aligned with the company's business goals.
- Foster a culture of collaboration, client-centricity, and continuous improvement across all functions.
- Set performance goals, define KPIs, and drive accountability within the team.
Client Engagement & Service Excellence
- Serve as a senior escalation point and oversee client support operations to ensure service quality, responsiveness, and satisfaction.
- Empower the Client Service team to act as the first point of contact for all client queries, ensuring empathetic, timely, and accurate responses.
- Review and enhance processes for client communication, case management, and reporting.
- Ensure consistent, high-quality client interactions by maintaining strong data tracking and documentation standards.
- Collect and analyze service metrics and feedback to drive continuous improvement.
Business Requirements & Solution Design
- Engage directly with clients and internal stakeholders to understand, document, and prioritize business requirements.
- Translate business needs into actionable scopes of work and project deliverables.
- Collaborate with technical teams to ensure proposed solutions meet both business and technical requirements.
Project & Delivery Management
- Oversee the planning, execution, and delivery of multiple concurrent projects, ensuring they meet scope, budget, and timeline expectations.
- Establish standardized methodologies, templates, and tools for consistent project delivery, incorporating Agile practices and adherence to the Software Development Life Cycle (SDLC).
- Monitor project progress, risk, and issues, and communicate updates to senior management and clients.
Technical & Quality Oversight
- Review that all proposed solutions are designed and implemented following industry best practices and company standards.
- Establish and maintain quality assurance processes to ensure reliability and performance of all client-facing solutions.
- Conduct periodic reviews of delivery processes to identify improvement opportunities.
Qualifications
Experience:
- 10+ years of experience in client service, IT project management, or solutions delivery.
- Proven leadership experience managing teams across client support, delivery, and project functions.
- Demonstrated ability to handle both strategic planning and hands-on operational execution.
- Strong familiarity with SDLC methodologies (Agile, Scrum, Waterfall).
Skills:
- Exceptional leadership, communication, and interpersonal skills.
- Excellent time management, prioritization, and organizational skills.
- Strong analytical and problem-solving capabilities.
- Experience managing client escalations, stakeholder expectations, and complex delivery timelines.
- Proficiency in project management tools (e.g., Jira, Asana, MS Project).
- PMP / PRINCE2 certification preferred.
- Multilingual ability (English, Mandarin and/or Cantonese) is a significant advantage.
Nice to Have
- Demonstrated project management and leadership success in a fintech or SaaS environment.
- Experience improving client satisfaction scores and delivery efficiency metrics.
- Ability to blend strategic thinking with a hands-on operational mindset.
Application Method: To apply, please email your application directly to [Confidential Information]. In your application, kindly include your years of experience, current and expected salary, and your earliest availability for the role.
