Directly supervise a team of client services associates to ensure the highest quality of service possible through providing excellent solutions for customer’s inquiries/incidents, assigning work to the team and setting priorities to ensure efficiency and productivity .
Responsibilities:
- Manage the day to day operation including process escalating, quality checking , defining support strategy, setting and hitting KPIs.
- Improve the customers’ experiences by understanding and focusing on demand management, measuring KPIs & driving the necessary actions for improvement.
- Ensure customer expectations are achieved/exceeded through excellent customer service.
- Support the associates on providing accurate, efficient resolutions to complex escalated customer issues.
- Provide leadership, coaching and mentoring to inspire, guide and empower team members to achieve operational goals.
- Ensure the service channels are managed appropriately on ongoing basis (calls, chats, cases, social media channels and complaints), knowing and using the reports/numbers in the MIS to drive performance
- Support effective communication across the departments and create a positive work environment.
- Provide regular, transparent feedback and reporting on team performance to Supervisor/Manager/Head of Department.
- Stay up to date on the latest industry trends, technology and best practices.
Qualifications
- Bachelor’s degree or above with min. 5 years of relevant working experience in financial service sector
- A sound understanding of asset classes such as FX , stocks, CFD etc
- Broad understanding of KYC, trading and post trade services
- Strong understanding of client service
- Strong organizational skills, able to prioritise tasks and time based on the given KPI and objectives
- Compliant with regulations
- Able to work on scheduled public holidays and scheduled shift hours if needed
Applicants who are keen to apply, pls send your resume to :
