Client Services Director

18 hours ago

London, Greater London, United Kingdom EXANTE Full time
Job Description

We are seeking a highly skilled and experienced Client Services Director to join our team at EXANTE.

About Us

EXANTE is a leading wealth tech company that provides centralized trading solutions and B2B financial infrastructure. 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. Our guiding principles include:

  • 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 and prioritize their growth and development.

About the Role

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

Key Responsibilities

**Team Management and Leadership:**

  • Supervise and lead the Client Services team, fostering a positive work environment that promotes collaboration, open communication, and professional growth.
  • Motivate and empower team members to deliver outstanding service and achieve their full potential.
  • Provide 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:**

  • Streamline and optimize daily operations to enhance efficiency and productivity within the Client Services team.
  • Implement innovative processes and technologies to improve service delivery and reduce turnaround times.
  • Monitor performance metrics and identify areas for improvement to enhance service quality continuously.
  • Own customer issues and collaborate with other departmental stakeholders to resolve cases promptly.

**Quality Assurance:**

  • Establis
  • Regularly review client feedback and use it to drive continuous improvement initiatives.
  • Ensure compliance with company policies, procedures, and regulatory requirements.
  • Provide regular reporting to senior stakeholders, both qualitatively and quantitatively.
Requirements

To be successful in this role, you will need:

**Proven Experience:** A significant track record of success in a client service leadership role, ideally within a fast-paced and demanding environment.

**Team Management Expertise:** Demonstrated ability to lead, motivate, and develop a high-performing client service team, including experience with performance management, coaching, and mentoring.

**Operational Excellence:** Strong understanding of client service operations and key performance indicators (KPIs), including experience with queue management, workflow optimization, SLA management, escalation handling, incident management, workforce planning, and scheduling.

**Communication and Interpersonal Skills:** Excellent written and verbal communication skills, with the ability to build rapport with clients and stakeholders at all levels.

**Problem-Solving and Analytical Skills:** Proven ability to analyze data, identify trends, and develop solutions to improve service quality and efficiency.

**Collaboration and Teamwork:** A strong team player with the ability to work effectively with other departments.

**Proficiency in Reporting:** Experience in generating and presenting reports to senior management, including both quantitative and qualitative data.

Benefits

As a Client Services Director at EXANTE, you can expect:

  • Competitive salary: £80,000 - £120,000 per annum
  • Corporate benefits, including health insurance, retirement plan, and paid time off
  • A truly inspiring culture, pleasant and informal work environment
  • Ongoing education and training programs
  • Opportunity to network and connect with colleagues and industry peers
  • Global career opportunities

Salary may vary based on location, experience, and qualifications.

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