Head of the Account Managers / Head of Client Account Management department in LFTA Ukraine

LFT Advisors is an international consulting company that provides legal and fintech solutions for businesses. We support corporate clients in opening companies in different jurisdictions, bank accounts and building an international business infrastructure.

We are currently looking for a strong manager who will lead the Account Management department and become a key figure in development of the company's customer service.

This is a role for a person who not only manages processes, but strengthens the team with expertise, trains, sets service standards and influences business results through the quality of work with customers

Your areas of responsibility:

Managing the team and the result

• Leading the team of Account Managers: setting goals, developing and supporting the effectiveness of employees.

• Forming a culture of high customer service and responsibility for the result.

• Mentoring and transfer of expertise team.

Development and quality of customer experience

• Building and improving customer service standards.

• Control of the quality of communication and work with customer cases.

• Working with complex situations.

• Increasing the level of customer satisfaction and loyalty.

• Analyzing customer experience and implementing improvements.

Operational efficiency

• Optimization of the internal processes of the department.

• Balancing the load and increasing the productivity of the team.

• Implementation of best practices customer service / account management.

Compliance and interaction with business

• Decision-making in client cases taking into account AML/KYC and internal policies.

• Close interaction with legal and financial departments.

Analytics and indicator management

• Definition and control of KPI of the department.

• Analysis of team performance.

• Regular reporting to management and initiation of improvements.

Our candidate:

• Has experience in managing a customer service / account team manamanagement from 3 years.

• Has a strong background in customer service (bank, fintech, consulting or international services - a big plus).

• Understands the principles of customer retention and building long-term relationships.

• Has strong management skills: task setting, control, development teams.

• Has systems thinking and the ability to build processes.

• Proactive and results-oriented leader who develops people, not just controls tasks.

• Understanding basic principles of compliance, AML/KYC will be an advantage.

Key KPIs:

• Achievement of department targets.

• Level of customer satisfaction (CSAT / NPS).

• Speed and quality of processing customer requests.

• Adherence to service standards and internal regulations.

• Decreasing the number of errors and compliance-remarks.

• Results of team training and development.

 We offer:

• Fully remote work format.

• Standard schedule: Mon–Fri, 9:00–18:00 (UTC+2 / Kyiv).

• 24 working days of paid vacation + 10 sick days per year.

• Corporate training and English classes.

• Competitive salary (discussed individually).

• Opportunity to influence processes and build an effective team.

• Professional development and support from management.

• A team where initiative and results are valued.