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Head of Support

3 weeks ago

Singapore TMGM Full time

Head of Support

**Job Overview**:
**Key Responsibilities**:

- **Leadership and Team Management**:

- Lead and oversee support teams across multiple regions (Malaysia, Cyprus, Mauritius, and Taiwan) to provide seamless customer and internal sales support within the highly regulated financial sector.
- Foster a collaborative team culture that encourages open communication, continuous learning, and mutual support, ensuring alignment with company values.
- Guide team members through ongoing professional development, focusing on skills necessary for high-quality service in the financial industry.
- **Optimizing Support Operations in Finance**:

- Develop and implement an efficient support framework that enhances both customer and sales support services, tailored to the unique needs of the CFD market.
- Lead initiatives to automate repetitive manual tasks, enabling the support team to focus on complex, high-value activities, thereby improving operational efficiency.
- Ensure the team delivers accurate, timely support while adhering to financial regulations, ensuring compliance across global markets.
- **Brand Culture and Cross-team Collaboration**:

- Promote a strong brand culture by fostering collaboration between support teams in different locations, ensuring knowledge-sharing and best practices across regions.
- Strengthen communication between support teams and other departments, ensuring customer feedback is incorporated into product and process improvements.
- Encourage an innovative mindset that focuses on proactive solutions in a dynamic financial environment.
- **Driving Competitiveness in the Financial Industry**:

- Enhance the competitiveness of each brand by refining and streamlining support processes to meet the evolving demands of CFD clients, ensuring an exceptional customer experience.
- Utilize data and client feedback to implement improvements in support services, enabling the company to stay ahead in a competitive, fast-changing market.
- Ensure the support framework is responsive to both regulatory changes and customer needs, maintaining strong compliance standards.
- **Cross-functional and Stakeholder Collaboration**:

- Work closely with other departments, including Sales, Compliance, and Operations, to ensure smooth support functions that align with broader business objectives within the CFD industry.
- Collaborate with senior management to align support strategies with company growth goals, providing regular insights on performance, regulatory changes, and process improvements.

**Requirements**:

- Proven experience in a leadership role, managing multi-brand or multi-regional customer support teams within the **financial services sector**, ideally with a focus on CFDs or other trading instruments.
- Strong understanding of **customer service operations** in the financial industry, with an emphasis on compliance and regulatory requirements.
- Excellent communication and interpersonal skills, with the ability to manage teams across multiple locations and ensure collaboration and consistency.
- A strategic mindset with the ability to optimize processes, implement automation, and ensure operational excellence.
- Experience working in a fast-paced, regulated environment, with a strong focus on **data-driven decision-making** and client feedback to improve support services.
- Ability to manage complex priorities, balancing the needs of the business, compliance, and client satisfaction.

Job ID 5AF7BD69B2