APAC Technology Client Care Leader

Job Title

APAC Technology Client Care Leader

Job Description Summary

The APAC Technology Client Care Leader is responsible for leading and stabilizing the overall client technology program across accounts in the region, providing strategic oversight, governance, and developing a consistent operating model that drives service maturity and alignment with global priorities. The role focuses on scaling and strengthening client technology service delivery by identifying and closing capability, process, and tooling gaps while driving account-level technology strategies, innovation and roadmaps in partnership with business and client leadership. The role also enables client success and business growth through improved on-ground adoption, driving value in technology investments for our colleagues and clients, while building high-performing teams and influencing strategy through leadership engagement across business and technology platforms. The role reports to the Head of APAC Client Technology Solutions & Success and partners closely with the APAC Technology Ops Hub Lead, the global Client Care community, Product Leads, Account Operations Leads, business and client leadership to scale services, drive consistency, and uplift technology service maturity across the APAC region.

Job Description

Core Responsibilities:

Regional Oversight: Lead the APAC Technology Client Care function, providing strategic direction, governance, and oversight across all service lines, ensuring alignment with regional and global technology strategy. Stabilize the region's Technology Client Care operating model, driving process standardization, service consistency, and upliftment of service maturity across all client accounts. Represent and be the voice for APAC-specific requirements in global Client Care forums, including leadership and team meetings, and engagement with Product Leads.

Scale Operating Model: Identify, develop, and close gaps in regional client technology service delivery, proactively improving capabilities, tooling, innovation, processes, and governance to strengthen end-to-end technology solutions and support. Map and standardize the Account Technology Client Care (TCC) operating model, and establish and align the APAC technology support model to the global model, planning for the growth and expansion of services across the region.

Account Strategy & Empowerment: Drive regional accounts' technology strategy, roadmap development, and service optimization in partnership with business, client leadership, account-embedded and platform technology teams, ensuring secure, integrated, and future-ready solutions. Catalog the regional account technology landscape and maintain diagnostic assessments of key strategic accounts to identify risks, opportunities, and investment priorities.

Program / Project Management Leadership: Lead regional account technology programs and oversee onboarding, integration, and lifecycle management of client accounts, ensuring seamless transitions, strong governance, and consistent system administration practices. Coordinate ad-hoc account technology projects from solutioning and pricing through to delivery, partner with platform leads on large programs and act as the escalation point for account technology delivery and direct line manager for Technology Client Care Managers (TCCMs).

Business Partnership & Growth: Drive client success, retention, and growth by enhancing service models, improving technology adoption, innovation and emerging technologies such as AI, optimizing cost and commercial outcomes, and supporting business development and RFP initiatives. Work with the Solutions team to monitor renewal, MSA and expansion opportunities, and lead tech solution development in client pitches.

Team / Portfolio Leadership: Build, mentor, and lead high-performing Client Care and technical / BI teams, while advancing enterprise knowledge management, best practices, and continuous learning across the region. Represent Technology Client Care in executive and governance forums, advocate for client needs, influence product and policy enhancements, and ensure effective data stewardship across technology stacks, configurations, and records.

Financial & Commercial Management: Define best practice and points of engagement for managing technology financials on accounts, supporting AOP planning and execution, charge-back models, budget governance, and commercial optimization across the regional portfolio.

 

 

 

INCO: “Cushman & Wakefield”