FX Operations Customer Support Manager

7 days ago

Singapore LSEG Full time

Overview

FX Operations Customer Support Manager role at LSEG in Singapore. This position leads a proactive and dynamic trade and technical support team for FXAll. The candidate’s primary responsibility is to manage and develop a team of trade and technical support executives, ensuring high-quality customer experience and performance.

The ideal candidate understands capital markets and related technology, takes ownership of their team’s performance, and collaborates cross-functionally to meet customer and departmental goals. They foster continuous learning and change and can quickly learn new technology, industry trends and updates.

Responsibilities

  • Lead a cross-functional team of technical and trade operations executives.
  • Coach the team to deliver excellent customer experience and achieve departmental goals.
  • Monitor and evaluate case management based on internal quality guidelines.
  • Proactively investigate customer issues and follow through with necessary actions.
  • Lead a culture of continuous improvement with customer satisfaction, process efficiency and risk management at the heart of team goals.
  • Act as the first level escalation point for the team.
  • Accountable for the team’s performance and deliverables.
  • Ensure knowledge remains current with product and industry developments.
  • Ensure alignment across LSEG FX Operations teams and support learning & development.
  • Participate in projects to improve overall performance metrics.
  • Build internal relationships and networks with key teams.

Qualifications

  • Experience leading a Technical Support or Customer Service team from a Financial Services firm or

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