FX Operations Customer Support Manager

19 hours 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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