Account Manager Team Leader at HFM delivering strategic support and management in financial markets. Leading a team to ensure client satisfaction and team performance across a dynamic environment.
About the role
- Client Relationship Manager managing direct relationships with merchants and strategic partners in Malta. Supporting structured partner engagement within a regulated financial services environment.
Responsibilities
- Manage a defined portfolio of merchants and strategic partners
- Serve as the primary point of contact for day-to-day relationship matters
- Conduct regular account reviews and structured partner check-ins
- Monitor client satisfaction, identify retention risks, and escalate concerns where appropriate
- Support partner engagement initiatives to strengthen collaboration and transparency
- Monitor account performance indicators, transactional trends, and behavioural patterns
- Identify potential risk signals and escalate to Head of Client Relations and/or Risk function
- Assist in reviewing portfolio concentration and exposure trends
- Coordinate with Operations, Risk, Compliance, Finance, and Technical teams to resolve client queries efficiently
- Ensure client matters are prioritised and resolved within defined SLAs
- Support dispute resolution processes and service issue management
- Maintain accurate CRM records and documentation of all interactions
- Ensure all communications and actions align with internal policies and regulatory expectations
- Identify opportunities to strengthen client relationships and enhance portfolio value within risk parameters
- Support implementation of revised procedures, service frameworks, and engagement models
- Provide portfolio reporting and insights to the Head of Client Relations
Requirements
- 3 - 5 years’ experience in merchant acquiring, fintech, banking, or regulated financial services
- Experience managing client or partner relationships, ideally within partner-led distribution models (ISOs, PSPs, introducers)
- Understanding of regulated financial services environments
- Strong stakeholder management and communication skills
- Ability to handle escalations with professionalism and sound judgement
- Analytical mindset with attention to detail
- Strong organisational and time management capabilities
- High level of integrity and accountability
- Ability to work cross-functionally within a structured control environment
Benefits
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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