Head of Relationship Management

Commercial Sydney, New South Wales


Position at WorldFirst

Support and manage the Relationship Management team to achieve their monthly/annual KPIs including revenue, retention, customer satisfaction, case resolution, upsell, referral and margin

Ensure client value retention is maximized and relationships are continuously strengthened, working alongside with Marketing team to deliver a comprehensive customer contact strategy utilizing multiple strategies appropriate to the size and sophistication of the target customer group

Be directly involved with the relationships with our larger clients and new business prospects

Monitoring the performance of the team and individuals, identifying areas for improvement and managing appropriately

Responsible for driving innovation into the business, utilizing the voice of customer to guide you in directing new product and marketing campaigns through our stakeholder teams

Line management of direct reports, ensuring clear KPIs are set, reports are clear on what "high performance" looks like, the KPIs are reviewed regularly and reports are meeting required standards.

Plan and direct continued team training, identifying individual weaknesses and mapping out plans with which they can develop their own skills and product knowledge. Work alongside internal and external partners to deliver best in class relationship management and customer service training and development

Responsible for ensuring the team is across all necessary Compliance regulations through clear communication effective training and by managing customer complaints appropriately

Interact with legal, Compliance and Risk to ensure strategies are executed and delivered appropriately

Act as a subject matter expert on the market, to support stakeholders, clients and staff within the business

Key requirements:

  • Be an experienced leader with exceptional leadership skills; ensuring commitment and drive in their teams and a positive, high energy working environment
  • Extremely client focused, with a drive to provide an exceptional customer journey with the experience and ability to drive this ethos throughout your team
  • Ability to work with senior stakeholders, to champion your areas of responsibility and progress with strategic initiatives, supporting the broader business objectives,
  • Have experience in launching new products and developing go-to-market strategies
  • Have a proven track record within relationship management to customers across varying size in a financial services context.
  • Strong understanding of retention, revenue and margin metrics with the ability to identify areas for improvement.
  • Knowledge of Foreign Exchange and the payments industry is essential,

Who we are

Global business is being transformed. At WorldFirst, we're looking for people who want to lead and shape this change.

Our mission is to ‘make it easy to do business anywhere’. That means connecting small businesses around the world with faster and cheaper payments, access to international marketplaces, flexible currency risk management tools, working capital and more. 

As part of the Ant Group, we have the best of both worlds – we leverage their superior technology and vast ecosystem and seek to maintain the nimbleness of a fast-moving fintech. That’s the secret to our collaborative and inclusive culture.

If you thrive in a team that reflects the diverse world we live in, and you want to take ownership for shaping change, get in touch.

WorldFirst is proud to be an equal opportunity employer. We are passionate about creating a diverse and inclusive workplace where our people feel that they belong and can reach their full potential. We believe our differences are our strengths and are committed to recruiting, developing and retaining a team from a variety of backgrounds, perspectives, and skills.

We encourage applications from all individuals regardless of race, age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, religion or belief, and marriage and civil partnership.