Client Success Associate

Overview

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.

Job Title

Client Success Associate

Job Description

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, and 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 inquiries from clients and internal stakeholders, providing clear guidance on KYC processes and facilitating smooth onboarding. Train and mentor new joiners, supporting their understanding of KYC processes.
• Stay up to date with 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 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 technology, caring about our clients and their user experience, and able to navigate ambiguity in solving real business problems.
• 2-3 years experience in any client facing or middle office role (experience in financial services is desired).
• Strong risk awareness (operational, compliance, business and reputational) with the capability to mitigate and respond to risks.
• Commercial awareness: ability to understand key datasets and tie client experience to initiatives yielding 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 follow a hybrid working model with 3 days in the office. We focus on five guiding principles to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client 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 work. In addition to salary and bonus, we offer a wider range of benefits including:

• Flexible working hours and work-from-home opportunities
• 20 days of Annual Leave per financial year (carry forward or sell-off up to 5 days), additional one day for every year of completed service, capped at 23 days
• Medical plans including dental cover
• Two volunteering days per year
• One day of birthday leave per year
• Gym/Fitness reimbursement, IG contributes SGD 60/month for fitness or gym membership costs
• Global Share Purchase Plan with matching shares

Number of openings

1

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