Job Description
The Client Services & Partnerships Lead serves as a key coordinator within the global VANTAGE Client Services function, supporting daily operations, ensuring alignment across regions, and helping maintain consistently strong client satisfaction. Working closely with regional CS leaders across EMEA, the Americas, and MENA & APAC, the role drives cross‑regional collaboration, shared processes, and unified engagement plans, acting as a connector between clients, CS teams, and internal functions such as Operations, Finance, Sales, Delivery, and Product. In addition to supporting CS operations, the Lead also strengthens relationships with external platform partners and contributes to strategic initiatives that enhance client experience, operational efficiency, and long-term growth.
Tasks & Responsibilities
Leadership & Team Enablement
- Support the evolution of Client Services as a central enabler of client growth within VANTAGE.
- Coordinate global CS operations, promoting alignment, consistency and shared best practices across regions.
- Partner with regional CS leaders (Europe, Americas, and MENA & APAC) on planning, prioritisation, resource needs, recruitment and onboarding.
- Together with CS leaders, facilitate regular global CS meetings and alignment forums to support coordination and resolve operational challenges.
Client and Partner Relationship & Escalation Management
- Serve as a senior coordination point for multi‑regional or complex client cases, working closely with regional leaders.
- Potentially manage a few accounts to remain connected to frontline client needs.
- Lead coordination with key external platform partners, ensuring aligned communication and smooth operational support.
- Provide ad‑hoc support to VANTAGE initiatives or accounts, including occasional travel to reinforce relationships or assist delivery.
Retention, Growth & Strategy
- Contribute to revenue and portfolio growth by strengthening tools, processes and guidance for effective client engagement and account management and expansion.
- Support the coaching and development of team members in partnership with regional CS leaders.
- Support the expansion and growth with strategic new and existing external platform partners across regions.
Cross-Functional Collaboration
- Act as a connector between CS and other teams—including Delivery, Sales, Product, Finance, Legal, Marketing, Operations and Senior Management.
- Ensure regional insights and client feedback inform global conversations and decision‑making.
- Strengthen collaboration with other Control Risks service lines, including BI and GRA, to enhance integrated client solutions.
Operational Efficiency & Training
- Contribute to operational improvement initiatives that enhance efficiency, consistency and client experience, including SLAs, workflows, and communication processes.
- Coordinate development of training materials, client‑facing resources and internal playbooks with regional leaders and SMEs.
Core Expertise
• Strong understanding of compliance due diligence, third‑party risk management, and key regulatory frameworks (anti‑bribery, AML, sanctions), with experience using risk databases and TPRM platforms.
• Extensive client‑facing experience, skilled in managing complex situations, building cross‑regional relationships, and coordinating multi‑stakeholder projects.
• Strong communication, influencing and relationship‑building abilities across functions, cultures and time zones; fluency in English essential.
• Degree‑level education or equivalent experience.
Strategic & Operational Capability
• Strategic thinker who aligns activities with organisational goals and translates objectives into practical improvements.
• Contributes to operational consistency, process optimisation and team enablement through tools, templates and shared practices.
• Applies analytical thinking to identify root causes and support sustainable, effective solutions.
Client & Partner Focus
• Promotes a client‑first mindset, ensuring consistent, high‑quality service and proactive issue resolution.
• Builds trust through transparency and responsiveness, and supports effective coordination of external platform partnerships.
Collaboration & Leadership
• Fosters collaborative, inclusive team environments; supports and coaches colleagues to build cohesion and shared success.
• Communicates with clarity and impact to drive alignment and constructive decision‑making globally.
Resilience & Adaptability
• Maintains composure under pressure, navigates ambiguity confidently, and adapts to evolving priorities.
• Embraces change and occasionally supports non‑standard hours for global coordination; models professional behaviours.
- Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer.
- We operate a discretionary global bonus scheme that incentivises, and rewards individuals based on company and individual performance.
- Control Risks supports hybrid working arrangements, wherever possible, that emphasise the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working.
- Working with our clients, from day one our people are given direct responsibility, career development and the opportunity to work collaboratively on fascinating projects in a rewarding and inclusive global environment.
- The Company is committed to further its diversity, inclusion and equity agenda and as an employee you have access to various business resource groups in the Company including the Company’s LGBT+ network called MOSAIC, the Women’s Network, and Synergy - a people network to celebrate and promote ethnic diversity at Control Risks
Control Risks is committed to a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
If you require any reasonable adjustments to be made in order to participate fully in the interview process, please let us know and we will be happy to accommodate your needs.
