Head of Client Services

TL;DR

Head of Client Services (Investment Migration): Lead and scale the premium client service department, ensuring exceptional experience from contract signing to citizenship acquisition with an accent on operational excellence, process optimization, and cross-jurisdictional standards. Focus on designing service standards, implementing feedback systems, and driving tool adoption for efficiency and client satisfaction.

Fully remote with occasional trips to Malta or Portugal.

Company

Leader in investment migration, guiding clients through complex legal processes across multiple countries with world-class expertise and discretion.

What you will do

• Design and enforce internal service standards including response times and key control points in the client journey.
• Optimize team operations to reduce processing time, boost collaboration, and improve satisfaction metrics.
• Act as escalation point for high-profile cases, resolving issues diplomatically.
• Ensure seamless collaboration between legal experts, partners, and client managers.
• Delegate responsibilities, oversee performance, and promote service excellence culture.
• Implement client feedback systems and champion smart platforms for process efficiency.

Requirements

• Proven experience leading client service or operations department in high-touch, international, or legal environment.
• Comfortable with CRM systems, process automation tools, and analytics platforms.
• Strong understanding of client lifecycle management and service excellence.
• Exceptional leadership, delegation, and conflict-resolution skills.
• Process-oriented mindset with system implementation or service design experience.
• Fluent English and Russian.

Nice to have

• Experience across jurisdictions or in regulated environments.
• Additional languages.

Culture & Benefits

• Mission-driven premium service environment with global impact.
• Collaborative international team and professional development opportunities.
• Competitive salary and performance-based bonuses.
• Flexible working arrangements.