Head of Service: APAC

SUMMARY:
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POSITION INFO:

Location: Hybrid – Johannesburg (Melrose Arch)
Employment Type: Full-Time
Industry: Financial Services | B2B | Tax Reclaim Operations

WatersEdge Solutions is seeking an experienced and relationship-driven Head of Service: APAC to lead a high-performing client service function within a globally recognised tax recovery business. This is a leadership opportunity to own client delivery across the APAC region, scale service processes, and drive account growth across a premium institutional client base.

About the Role
As the Head of Service, you’ll manage a growing team of Client Service Executives and ensure that top-tier service is consistently delivered across all APAC client accounts. Working closely with senior leadership, you'll lead account reviews, streamline operational processes, and implement strategies to maximise client value and retention. This role combines strategic oversight with hands-on relationship management, playing a critical part in revenue expansion and client success.

Key Responsibilities

• Lead, mentor, and scale a team of Client Service Executives to meet service and growth objectives

• Drive performance management, goal setting, and team incentives aligned to business outcomes

• Develop and implement strategies to deepen client engagement and satisfaction

• Oversee all APAC client relationships, ensuring proactive communication and tailored support

• Conduct strategic account reviews and identify upsell or cross-sell opportunities

• Analyse client data and market trends to deliver commercial proposals and unlock growth

• Identify inefficiencies and continuously improve internal service workflows

• Resolve client issues promptly while driving improvements in service speed, accuracy, and compliance

• Monitor industry trends and regulatory developments impacting the tax reclaim process

• Report regularly on service performance and communicate insights to senior leadership

What You’ll Bring

• Bachelor’s degree in Business, Finance, Accounting, Economics, or Law (with a commercial background)

• Minimum 4 years’ experience in financial services, accounting, management consulting, or similar regulated B2B environment

• Proven experience leading client-facing teams in a high-performance, client success environment

• Deep understanding of asset management and institutional finance (B2B), with strong industry insight

• Excellent communication and stakeholder engagement skills across all levels

• Strong analytical mindset with the ability to problem-solve and drive efficiency

• High proficiency in Excel and related reporting or documentation tools

Nice to Have

• Familiarity with tax reclaim processes or regulatory financial services

• Experience supporting clients in APAC markets

• Exposure to SaaS, fintech, or digital transformation within a B2B service model

What’s On Offer

• A high-impact leadership role within a globally respected service business

• Competitive compensation and performance-driven incentives

• Exposure to APAC’s leading institutional finance players

• Continuous learning through industry workshops and legislative updates

• Opportunity to contribute to a dynamic and values-driven leadership culture

Company Culture
At WatersEdge Solutions, we connect senior talent with companies redefining client excellence in global financial services. This is a business that values initiative, precision, and continuous improvement. You’ll join a team where leadership is hands-on, collaboration is key, and the client experience is the highest priority.

If you have not been contacted within 10 working days, please consider your application unsuccessful.