Client Services Lead

Job title:

Client Services Lead

Company

EXANTE

Job description

About EXANTEEXANTE is a wealth tech company that provides 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 multi-currency 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 rightWe are catalystsWe defend privacyWe cater to our customers to an unprecedented degreeAs a Financial company, we know our investment priorities. We invest in our people.Join us in creating a new standard for wealth management:About the RoleThe Client Services Team Lead plays 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.Reporting line: Head of Client ServicesLocation: UKWorksite: RemoteKey ResponsibilitiesTeam Management and Leadership:

• 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:Leads 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.

Essential RequirementsProven experience: A significant track record of success in a client service leadership role, ideally within a fast-paced and demanding environment (e.g., technology, finance, e-commerce).Team management expertise: Demonstrated ability to lead, motivate, and develop a high-performing client service team. This includes experience with:

• Performance management (setting objectives, providing feedback, conducting reviews)
• Coaching and mentoring
• Hiring and onboarding new team members

Operational excellence: Strong understanding of client service operations and key performance indicators (KPIs). Experience with:

• Queue management and workflow optimization

Service Level Agreement (SLA) managementEscalation handling and incident managementWorkforce planning and schedulingCommunication 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 (e.g., Service Design, Quality Assurance).Proficiency in reporting: Experience in generating and presenting reports to senior management, including both quantitative and qualitative data.Desirable Requirements

• Industry knowledge: Familiarity with the specific industry in which the company operates.
• Technical skills: Proficiency in relevant CRM software and other client service tools.
• Project management experience: Ability to manage initiatives such as help center development and process improvement projects.
• Knowledge of quality assurance methodologies: Understanding of best practices in quality assurance and agent development.
• Experience with service design principles: Familiarity with service design thinking and its application to client service.

Key Personal AttributesCustomer-centric approach: A genuine passion for providing exceptional client service. * Leadership qualities: Ability to inspire and motivate a team, with a focus on empowerment and development.

• Proactive and results-oriented: A self-starter with a strong work ethic and a drive to achieve results.
• Adaptability and resilience: Ability to thrive in a dynamic and changing environment.
• Strong organizational and time management skills: Ability to prioritize tasks and manage multiple responsibilities effectively.

BenefitsCorporate benefits (choose your preferred options)Truly inspiring culture, pleasant and informal work environmentOngoing education & training programsOpportunity to network and connect in the Corporate EventsGlobal career opportunities*Benefits/perks listed above may vary depending on the nature of your employment with the company and the country where you work.

Expected salary

Location

Manchester

Job date

Wed, 13 Nov 2024 23:27:10 GMT

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