Head of Client Relationships

This role provides senior leadership, strategic oversight and full commercial accountability for a portfolio of key FNZ clients, combining 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. Operating as a player/coach, the role combines executive ownership of FNZ's most strategic client relationships with leadership of Client Directors responsible for day-to-day account delivery, commercial performance and client advocacy.

The role provides strategic oversight across multiple clients, ensuring consistent, high-quality delivery of the FNZ platform services, alignment to FNZ's go-to-market strategy, and achievement of financial, operational, regulatory, and customer satisfaction outcomes. This includes ownership of portfolio P&L performance, revenue retention, growth pipeline, margin protection, cost-to-serve discipline and resolution of commercial risks.

The role holder acts as the senior client sponsor for priority accounts, executive escalations and commercial outcomes. It coaches and develops Client Directors to deliver predictable, scalable performance across the client portfolio, build trusted relationships with client executive teams, Boards and senior stakeholders, and create a high-engagement culture that improves both client and colleague advocacy.

The Head of Client Relationships works in close partnership with Service Delivery, Portfolio, Product and Commercial leadership to create a single, joined-up client view across relationship, commercial and delivery performance. The role is expected to operate hand-in-glove with the Delivery organisation, ensuring that client commitments, delivery capacity, change priorities, service performance and operational risk are reviewed collectively and acted on with clear ownership, pace and discipline.

Specific Role Responsibilities

• 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, ensuring FNZ is positioned as a strategic partner rather than a transactional supplier.
• Leads strategic account planning, relationship mapping and stakeholder engagement to improve advocacy, retention, growth and early identification of client risks.
• Owns improvement plans for client NPS, relationship sentiment, and advocacy, using feedback, service insights, and executive engagement to address root causes and strengthen client confidence.
• Engages clients proactively on customer outcome themes, including service quality, communications, foreseeable harm, vulnerable customer experience and the evidence required to support Consumer Duty governance.

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.
• Creates a strong engagement culture across the client leadership community, setting clear purpose, role clarity, accountability and coaching rhythms to improve colleague experience and colleague NPS.
• Builds a performance environment where colleagues feel informed, empowered and supported to solve client issues, collaborate across the matrix and deliver consistently high-quality outcomes.

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.
• Works closely with Delivery leadership to maintain a shared view of client priorities, delivery plans, service performance, delivery risks, and dependency management across the portfolio.
• Co-owns delivery governance routines with Service Delivery Managers and Portfolio Directors, ensuring client commitments are translated into realistic plans, clear decision points, accountable owners and transparent progress reporting.