Role Overview
The Head of Business Development & Client Support is responsible for driving sustainable business growth while ensuring best-in-class client support services.
This role bridges commercial expansion and client experience, ensuring that growth initiatives are supported by robust, responsive, and compliant client support operations that enhance client satisfaction, retention, and lifetime value.
Key Responsibilities
1. Business Development & Growth
- Develop and execute business development strategies aligned with company's growth objectives.
- Identify and onboard strategic partners, affiliates, and institutional relationships.
- Support expansion into new markets, client segments, and distribution channels.
- Work closely with Marketing, Product, and Operations to convert leads into active, long-term clients.
- Monitor competitor activity and market trends to refine growth strategies.
2. Client Support & Service Excellence
- Own the end-to-end client support framework, ensuring high service standards across all touch points.
- Ensure timely, accurate, and professional handling of:
- Client inquiries and complaints
- Trading, platform, and account-related issues
- Deposit, withdrawal, and reconciliation queries
- Define and monitor service level agreements (SLAs) and response times.
- Drive continuous improvement in client communication and service delivery.
3. Client Experience & Retention
- Design and enhance client journeys across on boarding, trading, and post-trade support.
- Analyze client feedback, complaints, and support metrics to identify improvement areas.
- Work closely with Compliance and Operations to ensure fair client treatment and regulatory alignment.
- Implement retention, reactivation, and client loyalty initiatives in coordination with growth teams.
4. Support Operations & Team Leadership
- Build, manage, and mentor global client support and relationship management teams.
- Establish KPIs, performance benchmarks, and quality-assurance frameworks.
- Ensure proper training on products, platforms, regulatory requirements, and client communication.
- Foster a client-first culture with accountability and continuous learning.
5. Cross-Functional & Regulatory Coordination
- Act as a key interface between Business Development, Operations, Compliance, Risk, and Technology.
- Ensure business development activities and client communications are compliant with regulatory standards.
- Support audits, regulatory inspections, and complaint reviews from a client-services perspective.
- Ensure proper escalation and resolution of high-risk or sensitive client issues.
6. Process Optimization & Technology Ennoblement
- Leverage CRM, ticketing systems, and analytics to improve client support efficiency.
- Drive automation, self-service tools, and knowledge-base initiatives.
- Optimize support workflows to handle scale without compromising service quality.
- Support platform enhancements to reduce client friction and support dependency.
Key Skills & Competencies
- Strong understanding of brokerage / trading / fintech business models.
- Proven experience in client support, relationship management, or business development leadership.
- Strong commercial mindset combined with customer-centric execution.
- Excellent communication, negotiation, and stakeholder-management skills.
- Ability to operate in a regulated, multi-jurisdiction environment.
- Data-driven approach to decision-making and performance management.
Qualifications & Experience
- Bachelor's degree in Business, Finance, Marketing, or related field (MBA preferred).
- 15+ years of experience in financial services, fintech, brokerage, or trading firms.
- Prior experience leading client support or customer experience teams is strongly preferred.
- Experience managing IBs, partners, or institutional clients is an advantage.
- Exposure to global operations and multi-language support teams is a plus.
