Thu, 19 Feb 2026 17:52:42 +0000

Head of Desk - FinTech (Retention)

Department: Revenue

Employment Type: Permanent - Full Time

Location: London

Reporting To: James Hardy

Description

Overview of the role

The Head of Desk – Fintech at IFX Payments will be responsible for managing and growing relationships with established Financial Institution clients, specifically PSPs, EMIs, FX Brokers, and CFD clients, across IBANQ multi-currency accounts, payment rails, and FX brokerage services.

This role is critical to IFX’s FI strategy and will focus on client retention, revenue expansion, compliance alignment, and long-term account growth. The successful candidate will act as a strategic partner to fintech clients, ensuring IFX remains their primary infrastructure provider for payments and FX, while proactively identifying risks, onboarding challenges, and upsell opportunities.

The position requires deep experience managing high-risk fintech clients, strong understanding of payments infrastructure and FX markets, and the ability to lead a retention team aligned to IFX’s commercial and compliance framework.

Key Responsibilities

Account Management Leadership

Lead the Fintech Retention Team:
Build and manage a team of fintech account managers aligned to IFX KPIs (retention %, revenue growth, client satisfaction, FX volumes).

Client Transition from Origination:
Ensure seamless handover from FI Origination team into retention, with clear MEDDIC notes, volume expectations, and onboarding milestones.

Training & Coaching:
Coach account managers on fintech client management, objection handling, compliance awareness, and upselling IFX services.

Client Retention & Relationship Management

Manage Key Fintech Accounts:
Own a portfolio of high-value PSP, EMI, CFD, and FX broker clients, ensuring strong engagement, growth in revenue, and alignment with IFX’s risk appetite.

Retention Strategy:
Develop and implement structured retention plans to reduce churn, increase wallet share, and grow client lifetime value across IBANQ, Mass Pay, API payments, and FX services.

Client Governance & Reviews:
Run quarterly business reviews with fintech clients covering volumes, pricing, FX usage, safeguarding structures, and product roadmap alignment.

Client Satisfaction & Escalation Handling:
Act as senior escalation point for fintech clients, ensuring operational issues, payment delays, compliance requests, and liquidity challenges are resolved quickly.

Fintech Client Growth & Commercial Management

Revenue Expansion:
Identify and execute cross-sell opportunities including additional currency corridors, FX hedging solutions, structured accounts, virtual IBANs, and Mass Pay services.

Commercial Reviews:
Review pricing and transaction behaviour regularly to ensure profitability while maintaining client satisfaction and competitiveness.

Volume Forecasting:
Work with clients to forecast payment volumes, FX exposure, and growth plans to support liquidity planning and internal capacity modelling.

Collaboration with Internal Teams

Work with Product Teams:
Provide structured feedback from PSP/CFD clients to improve IBANQ functionality, API integrations, reporting tools, and Mass Pay solutions.

Sales Team Collaboration:
Support FI Origination team with account insights, references, and case studies to win new fintech clients.

Operations & Liquidity Coordination:
Work with Payments Ops and Treasury teams to ensure smooth execution of high-volume fintech transactions and FX flows.

Data & Reporting

Client Health Monitoring:
Track client KPIs including payment volumes, FX revenue, margin, onboarding pipeline, and compliance status.

Performance Reporting:
Report monthly to senior leadership on retention rates, fintech revenue growth, client risks, and expansion opportunities.

Pipeline & Forecasting:
Maintain structured CRM data (HubSpot / Salesforce) with accurate forecasts for FI clients.

Skills, Knowledge and Expertise

Experience:
Extensive experience in fintech account management, FI sales, or PSP/CFD client management within payments, FX brokerage, EMI, or banking environments.

Fintech Knowledge:
Strong understanding of PSP, CFD broker, EMI, and FX broker operating models, including safeguarding, settlement flows, and payment infrastructure.

Compliance Awareness:
Experience working with high-risk fintech clients and understanding AML, EDD, safeguarding, and regulatory expectations.

Leadership Experience:
Proven ability to lead and develop account management teams with measurable retention and revenue KPIs.

Commercial Mindset:
Ability to manage pricing, FX margins, and transaction volumes to maximise revenue and client value.

Client-Centric Approach:
Excellent relationship management skills with ability to act as trusted advisor to senior fintech stakeholders.

Analytical & Data-Driven:
Comfortable analysing client volumes, FX exposure, and profitability metrics to guide decisions.

Tech-Savvy:
Experience with CRM systems (HubSpot / Salesforce), fintech reporting tools, and API-driven payment platforms.