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Client Success Associate
2 weeks ago
**So, who are we?**:
Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.
We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.
We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.
**Your team**:
This role is part of our Clients pillar team - they are responsible for supercharging our clients' initial journey with IG, ensuring a smooth initial onboarding, to providing best-in-class experience to ensure our clients have a great start in their trading journey.
**Your role in the Team's Success**:
This role will collaborate with different functions across the business and assist with our clients’ needs, ranging from dealing, trade investigations, account servicing, marketing content collaboration, products and more while ensuring compliance with internal policies and external regulations.
By identifying risks and supporting their resolution you will help maintain operational excellence and foster strong relationships across departments, including sales and compliance teams. Your role is integral to driving high standards in client excellence, process efficiency, accuracy, and regulatory alignment.
**What you'll do**:
- Client Advocate: serve as the voice of our clients within the organization by identifying pain points, escalating issues and partaking in project workstreams to improve these journeys.
- Engage and Educate: proactively supporting our clients in their trading journey with IG, including education on product details, key features and services, order management and account management
- Champion digital adoption: embrace digital tools and services, contribute ideas on both onboarding workflows and client journeys
- Analyze client trends, feedback and behaviors to recommend enhancements to client lifecycle, from onboarding to long-term retention
- Act as a primary point of contact for any inquiries from clients and different internal stakeholders, providing clear guidance on KYC processes and facilitating smooth onboarding. - Train and mentor new joiners, supporting their understanding of KYC processes and ensuring a smooth learning curve.Stay up to date with the latest regulatory, policy and procedural requirements, proactively identify risks and issues, and provide regular updates to management.
- Consistently meet targets, KPIs, SLAs, productivity and quality standards.
- Partner with internal teams: Project management with relevant stakeholders in areas including sales, trading operations, marketing, compliance, product, dealing desk, etc.
- Work closely with internal/external audit teams when necessary.
**What you'll need for this role**:
- Business-driven mindset: Curious about our product and the technology, caring about our clients and their user experience and unafraid of the complexity that comes with ambiguity involved in solving real business problems.
- 2-3 years experience in any client facing or middle office role (experience working with a financial services company is desired)
- Strong risk awareness (incl. Operational, Compliance, Business and Reputational) with the capability to pragmatically mitigate and respond to the risks.
- Commercial Awareness: ability to understand the context behind key datasets, and tie-in client experience with initiatives, leading to positive business outcomes
- Excellent written and verbal communication skills with great attention to detail.
- Track record of driving client/product improvement and operational efficiency.
**How we work**:
We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office - which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:
- **Lead and Inspire**:Drives trust, alignment, and enthusiasm
- **Think Big**:Focus on the problems that most impact commercial outcomes
- **Champion the client**:Understand and prioritise client's needs
- **Deliver at pace**:Push for fast, sustainable growth;
- **Raise the bar**:Take ownership, be accountable and share feedback
**The Perks**:
Your growth fuels our success Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community wo
