Client Services Lead

4 weeks ago

London, Greater London, United Kingdom EXANTE Full time

About EXANTE

We are a global wealth tech company providing centralized trading solutions and B2B financial infrastructure that helps create value through technology.

Our proprietary trading platform enables direct market access to 1M financial instruments including stocks ETFs bonds futures and options from a single multicurrency account.

We are a fast-growing global company with 600 employees across 70 locations representing 60 nationalities all of us following the same guiding principles:

  • We believe that freedom is an inherited right
  • We are catalysts
  • We defend privacy
  • We cater to our customers to an unprecedented degree

We invest in our people.

The Role

This leadership position plays a crucial role in ensuring exceptional service delivery to our valued clients. The Client Services Team Lead directly supervises the Client Services team providing guidance support and direction to enhance team performance and maintain the highest quality of service.

Key Responsibilities:

  • Supervises and leads the Client Services team fostering a positive work environment that promotes collaboration open communication and professional growth.
  • Motivates and empowers team members to deliver outstanding service and achieve their full potential.
  • Provides constructive feedback coaching and training to enhance individual capabilities and team effectiveness.
  • Manage the staffing needs of the department. Undertake candidate interviews and make final hiring decisions.

Operational Excellence:

  • Streamlines and optimizes daily operations to enhance efficiency and productivity within the Client Services team.
  • Implements innovative processes and technologies to improve service delivery and reduce turnaround times.
  • Monitors performance metrics and identifies areas for improvement to enhance service quality continuously.
  • Owns customer issues and collaborate with other departmental stakeholders to resolve cases promptly.

Quality Assurance:

  • Establishes and maintains high service delivery standards by implementing rigorous quality control processes.
  • Regularly reviews client feedback and uses it to drive continuous improvement initiatives.
  • Ensures compliance with company policies procedures and regulatory requirements.
  • Provide regular reporting to senior stakeholders both qualitatively and quantitatively.

Strategic Initiatives:

  • Lets and manages various strategic initiatives aimed at enhancing client satisfaction and retention.
  • Collaborates with other departments to develop and implement cross-functional solutions.
  • Manage initiatives such as help center development quality assurance internal documentation and workshops.

Earnings Potential: £80,000 - £100,000 per year (dependent on experience).

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