FX Operations Customer Support Manager

1 day 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 account.
  • Consistent track record in driving performance.
  • Critical thinking, problem-solving and decision-making skills.
  • Aim to improve customer satisfaction, process efficiency and risk management – with a growth mindset.
  • Capacity to learn complex processes, ability to be cross-trained, and growth mindset.
  • Excellent presentation, oral and written communication skills.
  • Can adapt to change, demonstrate flexibility and a can-do attitude.
  • Can collaborate with a diverse team.
  • Experience with CRM or Salesforce is a plus.
  • Capital Markets experience is an advantage.
  • Qualification from, or membership with professional bodies such as CFA, CISI and CAIA is an advantage.
About LSEG

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our values are Integrity, Partnership, Excellence and Change.

Benefits

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Equality and Privacy

We are proud to be an equal opportunities employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. We can reasonably accommodate religious practices and beliefs, mental health or physical disability needs.

Please read this privacy notice carefully, describing what personal information LSEG may hold about you, what it's used for, and your rights. Recruitment Agency Partners must ensure candidates are aware of this privacy notice.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
Industries
  • IT Services and IT Consulting and Financial Services
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