Client Services Team Leader

2 days ago

Singapore AxiCorp Full time

**Context**

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts For Difference (CFDs) and Financial Spread betting. Our business has evolved into a world class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end to end trading experience available, servicing traders of all levels from beginners to institutional level clients.

**Our Axi values are**:

- Selflessness - we are a team, who know that together we are stronger.
- Trust - we have confidence in our teammates to do the right things for the business and for each other.
- Ambition - we are passionate, focused and driven.
- Accountability - we step up, take ownership, and take pride in our work.
- Respect - we believe everyone is appreciated, included and listened to.

**Position Purpose**

The role will represent the Organization & the Global Client Services department within a model that differentiates AxiTrader brand, from its competitors globally.

This position offers:

- A competitive salary package
- Passionate, energetic, and positive working environment and culture
- Progressive learning and career development opportunities

**Major Responsibilities**
- Manage a team of direct reports that are multi-lingual representatives handling front line support, within a 24-hour global support team.
- Oversee new employee recruitment and induction growing the team to align to company strategy.
- Proactively manage all Client Services projects and automation efforts in line with the Company Strategy and direction.
- Train and perform trade investigation / validation / affirmation for MT4. Escalating any cash adjustments required and compliance issues.
- Handle Client complaints in accordance with established internal policies and deliver compliance approved responses to clients.
- Report on relevant trends & insights as they relate to client queries, complaints and potential opportunities to Management.
- Manage escalations to Senior managers and relevant Stakeholders as appropriate.
- Use performance management & framework to develop representatives to exceed clients’ expectations in every instance.
- Educate and train all representatives to adhere to established company policies, guidelines, procedures and training plans to meet the obligations set out in compulsory literature and internal library.
- Develop procedures that would contribute to the improvement of the client journey and improve Client Satisfaction ratings.
- Any ad-hoc projects assigned by direct manager/managers.

**Essential Criteria**
- Bachelor’s Degree/Post graduate diploma/Professional degree or equivalent.
- Ability to write and speak in fluent English to a professional standard.
- Ability to write and speak in fluent English to a professional standard and preferably having a second language as well. (Rationale for this is because our role sometimes requires us not to just communicate in English, but in a native language of the client as well, therefore having a second language would be advantageous for us).
- Good communication, interpersonal and organizational skills (To be in this line, its basic to have good communication skills in order to communicate with clients effectively and to be a good team player).
- 2-3 years experience in Customer Service (in a similar environment would be beneficial).
- A proactive, self-motivated individual with good time and task management skills in a fast-paced environment.

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