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Head of Customer Services

You will manage the team, systems and administrative processes covering the life of the matter from client intake to collection of invoices issued, including: client intake/proposals/matters, including KYC, dispute, compliance, billing and collection processes. Reporting to the CFO.

Main responsibilities:


  • Upgrading the centralised operating model by aligning business needs (partners), compliance requirements (MLP and TF) and efficiency in administrative processes
  • Analysing and reviewing all the processes carried out by the department in order to transfer the requirements in the ERP implementation
  • Establishing a smooth client, proposal and matter (proposal, matter, billing and collection) intake process ensuring that compliance, KYC and conflict-check requirements are met in all situations
  • Ensuring that Proposals/Engagement letters meet the firm’s requirements and controlling their risks (including economic ones)
  • Establishing mechanisms to control and follow-up on issues alongside the Planning area: opening issues/sub-issues, budgets; allocation, validation and transfer of hours and expenses; valuing wips; carrying out woffs
  • Supervising and validating the invoicing and re-invoicing processes
  • Analysing outstanding invoices and defining the strategy and follow-up alongside the Treasury and Legal Counsel
  • Coordinating with the accounting department in setting and enforcing tax, legal, accounting and auditing criteria in the execution of invoicing (credit memos, re-invoicing, etc.) and collection processes (provisions, write-offs, laundering, VAT recovery, etc.)
  • Supporting the accounting department within the financial audit process in explaining the evolution of receivable balances




  • University Degree
  • Minimum 10 years of experience in similar functions in a large company (preferably regulated)
  • Knowledge of CRM and ERP (SAP) would be an asset
  • Strong service and client focus
  • Ability to collaborate in joint projects involving different departments
  • High level of English


What we offer:


  • Permanent contract
  • Immediate start at our Madrid offices
  • Competitive salary


At Pérez-Llorca we advocate equal opportunities for people who apply for vacancies at the firm regardless of their sex, race, age, nationality, marital status, political or religious beliefs, sexual orientation or family and/or personal situation. We are committed to talent without labels and we want to contribute to the creation of stable and quality employment, without any bias in the selection processes.

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