About the Role:
To provide a best-in-class front line support service to all LMAX clients (FX and Digital) as well as complete daily processes and reporting. The role also has scope to take on individual product and operational projects.
Main Duties and Responsibilities:
• Act as an ambassador for LMAX.
• Managing a team of Broker Operations Analysts. Mentor team members and drive continuous improvement of our team’s ways of working.
• Dealing with client enquiries via telephone, email, and messaging systems like Slack.
• Managing, prioritising, and escalating client requests and challenges.
• Developing and distributing management reporting for LMAX Digital.
• Assist the Head of Operations in developing a scalable operational structure across multiple departments.
• Working independently on projects focussed on bringing about operational efficiency and resilience.
• Coordinate between several departments to resolve problems and ensure day to day efficiency in operations.
• Ensure operational processes are fully documented.
• Adhere to all company policies and procedures.
Essential Skills / Experience:
• Passionate about delivering a phenomenal Customer Experience.
• Minimum of 3 years’ experience within FX or Digital Assets.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Working closely with senior management to help broker operators deliver on their components of overall company goals and objectives.
• Strong interest in and familiarity with both cryptocurrency and traditional financial industries.
• Business fluency in written and verbal English.
• Strong multitasking ability and attention to detail.
• Must be able to act independently and be self-motivated.
Desirable Skills / Experience:
• Experience in an Exchange environment.
• Proficient in excel and programming languages.
• Must possess previous customer support experience in a role with direct contact with customers.
