Client Services and AI Operations Specialist

Job Summary We are seeking a Team Lead, Client Services & AI Operations to oversee client service operations and support the implementation of AI and automation to improve service efficiency and scalability. This role combines client relationship management, team leadership, and operational process improvement within a regulated fintech environment. You will play a key role in enhancing service delivery, improving operational workflows, and supporting digital transformation initiatives. This role reports to the Head of Operations. Key Responsibilities Client Services & Account Management Manage client accounts across onboarding, servicing, and ongoing relationship management Conduct structured service reviews and implement agreed improvement actions Handle client escalations and ensure timely and effective resolution Support pre-sales discussions by providing input on operational service capabilities Ensure consistent delivery of service standards across all client touchpoints AI Operations & Process Improvement Identify and support opportunities to improve operational efficiency through AI and automation Assist in implementing AI-enabled workflows across client service channels (e.g. chat, email, messaging platforms) Maintain and enhance knowledge base content to ensure accuracy and regulatory compliance Collaborate with Product and Technology teams to support workflow integration and process improvements Analyse service performance data and recommend operational improvements Team Leadership Lead and develop a team of client service professionals Define performance expectations and conduct regular performance reviews Support team adoption of AI tools and new operational workflows Manage workload allocation, scheduling, and escalation handling Track service performance metrics such as resolution time, service quality, and client satisfaction Operations & Compliance Ensure compliance with internal policies and applicable regulatory requirements (including MAS guidelines where relevant) Monitor operational performance and prepare regular management reports Support incident management and service recovery processes Maintain accurate client records and documentation in accordance with internal standards Perform ad hoc duties and projects as assigned by management to support business and operational needs Requirements Diploma or Degree in Operations, Business, Information Science, or related field Minimum 5 years of experience in client services, operations, fintech, payments, or financial services At least 2 years of experience in a supervisory or team lead role Experience in payments, FX, card programmes, or digital financial services is strongly preferred Experience in B2B client management is an advantage Familiarity with AI tools, automation platforms, or CRM systems (e.g. chatbot platforms, workflow automation, or customer support systems) is an advantage Experience using dashboards, reporting tools, or operational analytics Strong analytical skills with ability to interpret data and improve processes Ability to work with cross-functional teams including Product and Technology Understanding of regulatory requirements in financial services (MAS knowledge is an advantage) Strong written and verbal communication skills High attention to detail in documentation and client records Ability to communicate effectively with both technical and non-technical stakeholders #J-18808-Ljbffr Aleta Planet