▪ Build and establish Client Experience processes, SOPs, workflows and service standards from scratch. ▪ Lead, mentor and manage the Client Experience team, ensuring solid ownership, accountability and performance discipline. ▪ Define and track KRAs, KPIs and performance scorecards for the team. ▪ Conduct regular 1:1s, performance reviews, coaching sessions and appraisal cycles. ▪ Own client onboarding, engagement, product adoption and ongoing client experience. ▪ Monitor CSAT, TAT, resolution rates, adoption and client engagement and drive improvement.