Client Services Director – Gem

Jobtailor; Birmingham; On-site; GBP 90,000 - 140,000; Full time

Job summary

Jobtailor is seeking a senior leader to oversee Client Operations in Birmingham, UK. You will guide large, cross-functional teams across onboarding, servicing and payments, setting strategic priorities to improve client experience and operational performance.

The role emphasizes transformation, automation and AI-enabled initiatives, plus building leadership capabilities through coaching and succession planning.

Qualifications

• 5+ years of experience in cash management, payments, or transaction banking.
• Experience leading large, multi-skilled teams in banking or financial services.
• Track record delivering client, colleague and business outcomes through leadership and talent development.
• Experience leading operational transformation and risk/control awareness at scale.

Responsibilities

• Lead large, multi-disciplinary teams across onboarding, servicing and payment management.
• Set and deliver strategic priorities to improve client experience and operational performance.
• Drive transformation, automation and AI-enabled initiatives to improve efficiency.
• Develop leadership teams through coaching, succession planning and talent development.
• Use data and insights to drive informed decision making and continuous improvement.
• Strengthen risk and control environments across onboarding, servicing and payments.
• Build partnerships across Coverage, Product, Sales, Risk, Operations and Technology.
• Support key client relationships and represent Client Operations with senior stakeholders.

Skills

Cash Management

Payments

Transaction Banking

Leadership

Data Analytics

Automation

AI-enabled Initiatives

Risk & Controls

Stakeholder Management

Team Coaching

Tools

Automation Technologies

Data Analytics Tools

Job description

Responsibilities

• Leading large, multi-disciplinary teams across onboarding, servicing and payment management activities.
• Setting and delivering strategic priorities that improve client experience, operational performance and business outcomes.
• Driving transformation, automation and AI-enabled initiatives that improve efficiency, scalability and service quality.
• Developing high-performing leadership teams through coaching, succession planning and talent development.
• Using data and insights to drive informed decision making and continuous improvement.
• Strengthening risk and control environments across onboarding, servicing and payments activities.
• Building strong partnerships across Coverage, Product, Sales, Risk, Operations and Technology teams.
• Supporting key client relationships and representing Client Operations with senior business stakeholders where appropriate.

Requirements

• Strong knowledge of cash management, payments and transaction banking products and services, supported by experience typically gained over 5+ years within these areas or a related corporate banking environment.
• Significant experience leading large, multi-skilled teams within banking or financial services.
• A track record of delivering strong client, colleague and business outcomes through effective leadership, performance management, talent development and influencing across complex organisations.
• Experience leading operational transformation, business change or continuous improvement programmes at scale.
• Strong risk and control awareness within a regulated environment.
• Ability to use data, analytics, automation and emerging technologies to improve performance, client outcomes and operational efficiency.

Core Competencies

Demonstrates expertise in leading large, multi-disciplinary teams within banking or financial services, focusing on cash management, payments, and transaction banking. Proficient in driving operational transformation and leveraging data analytics and emerging technologies to enhance client outcomes and operational efficiency.

Highest-signal resume keywords

• Cash Management Expertise
• Payments and Transaction Banking Knowledge
• Operational Transformation Leadership
• Risk and Control Awareness
• Data Analytics Utilization

ATS Optimization Keywords

Hard Skills

• Operational Performance Management
• Business Change Leadership
• Continuous Improvement Programmes
• Talent Development
• Performance Management

Soft Skills

• Effective Leadership
• Influencing Across Organizations
• Coaching and Succession Planning

Industry Keywords

• Banking
• Financial Services
• Client Experience
• Risk Management
• Data-Driven Decision Making

Tools & Technologies

• Automation Technologies
• AI-Enabled Initiatives