Head of Client Relationships in London

This role provides senior leadership, strategic oversight and full commercial accountability for a portfolio of key FNZ clients. It combines direct client ownership with leadership of Client Directors and matrixed delivery teams to drive sustainable revenue growth, margin performance, disciplined P&L management and exceptional client outcomes. The Head of Client Relationships is accountable for the overall performance, growth, profitability and strategic development of a portfolio of FNZ clients. Acting as a player/coach, the role owns FNZ’s most strategic client relationships while leading Client Directors responsible for day‑to‑day account delivery, commercial performance and client advocacy.

The role delivers strategic oversight across multiple clients to ensure consistent, high‑quality delivery of the FNZ platform services, alignment to the go‑to‑market strategy, and achievement of financial, operational, regulatory and customer satisfaction outcomes.

Key responsibilities include:

• Ownership of portfolio P&L performance, revenue retention, growth pipeline, margin protection, cost‑to‑serve discipline and resolution of commercial risks.
• Acting as the senior client sponsor for priority accounts, executive escalations and commercial outcomes.
• Coaching and developing Client Directors to deliver predictable, scalable performance across the client portfolio and create a high‑engagement culture that improves both client and colleague advocacy.
• Working closely with Service Delivery, Portfolio, Product and Commercial leadership to create a single, joined‑up client view across relationship, commercial and delivery performance.

Responsibilities:

• Portfolio & Customer Leadership: Accountable for FNZ’s overall relationship, reputation and executive engagement across a defined portfolio of clients. Sets and owns portfolio‑level customer satisfaction, relationship health, executive engagement and improvement plans. Acts as senior escalation point for client issues, risks and commercials. Ensures consistent client experience and engagement model across all accounts. Builds trusted, senior‑level relationships with client CEOs, COOs, CIOs, Board members and executive sponsors, positioning FNZ as a strategic partner.
• Client Director Leadership & Capability: Leads, coaches and develops Client Directors responsible for individual client relationships. Sets clear expectations for performance, governance, commercial outcomes and client engagement. Ensures Client Directors operate effectively as mini‑GMs for their accounts. Builds succession and capability depth within the client leadership community.
• Delivery Governance & Matrix Leadership: Accountable for end‑to‑end delivery outcomes across the client portfolio. Provides governance and directional leadership across change and run activities. Maintains a shared view of client priorities, delivery plans, service performance, delivery risks and dependency management across the portfolio.
• Commercial & Financial Outcomes: Owns forecasting, pipeline health and revenue risk mitigation at portfolio level and drives disciplined commercial governance, pricing consistency and deal quality. Owns portfolio P&L performance, including revenue retention, expansion, margin improvement, cost‑to‑serve management, commercial leakage and profitability improvement plans.
• Strategic Growth & Go‑to‑Market Alignment: Owns alignment of client strategy with FNZ’s go‑to‑market approach and target operating model. Ensures clients are positioned into the correct delivery, service and commercial structures.
• Risk, Regulation, Consumer Duty & Assurance: Accountable for risk, compliance and regulatory outcomes across clients. Ensures consistent risk visibility and reporting, and embeds Consumer Duty across the portfolio.

Experience Required:

• Significant experience leading strategic client relationships, account portfolios, or customer‑facing functions within complex financial services, platform, technology or outsourcing environments.
• Proven track record of owning and growing large‑scale client portfolios, including ownership of revenue, profitability, forecasting, commercial performance and client retention.
• Demonstrated success operating as a senior relationship executive with direct exposure to C‑suite stakeholders, Boards and senior client decision‑makers.
• Experience leading, coaching and developing senior customer, commercial or account management professionals, building high‑performing teams and succession capability.
• Strong commercial acumen, including experience of pricing, contract negotiations, renewals, change controls, margin management and P&L ownership.

Experience Desired:

• Experience within wealth management, banking, pensions, asset management or financial technology sectors.
• Knowledge of FCA regulatory requirements, including Consumer Duty and customer outcome frameworks.
• Experience managing multi‑client portfolios across different market segments and business lines.
• Exposure to large‑scale platform, outsourcing or business transformation programmes.

About FNZ: FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We provide a global, end‑to‑end wealth management platform that integrates modern technology with business and investment operations, all within a regulated financial institution. FNZ partners with the world’s leading financial institutions, holding over US$2.5 trillion in assets on platform and empowering nearly 30 million people across all wealth segments to invest in their future.