Trading Services Team Lead

3 weeks ago

Melbourne, Australia IG Group Full time

Job Title

Trading Services Team Lead

**Job Description**:
Role Purpose:
Team Leads empower our trading services teams to deliver personalised and inspiring client experiences that engages, educates, and empowers our clients and is aligned with IG’s client strategy. You will be one of two Team Leads we are currently hiring for.

You are responsible for the recruitment, development, training and performance of a client-facing team of IG’s future talent. The Team Lead’s role is to nurture this talent through their first 12 to 18+ months of their career with us.

You will act as an ambassador for Client Services and your region; building stakeholder relationships and combating siloes to drive improvements in our global service.

What You'll Do

As a Team Lead, your success will be measured across three key areas of accountabilities:
Leadership

Leading a diverse team of client-facing employees, driving a culture of employee progression and improvement- Championing and driving the Client vision and strategy within the team- Demonstrating a continuous improvement mindset with a focus on delivering improvements to the service our clients receive through- Actively fostering a culture that champions the client, learns fast together, and raises the bar by role modelling, discussions and fun programmes that bring these values to life- Leading by example to set the tone by exhibiting the necessary flexibility and adaptability to embrace change and responding with energy, resilience, and care to challenges

People- Recruitment and onboarding of strong talent, with a focus on continuous recruitment cycles and innovative, proactive recruitment and employer brand activities- Performance management of your team ensuring they understand the service objectives and meet targets in the balance scorecard- Developing your team through regular performance coaching, timely monitoring, and talent mapping of all team members, with a focus on continuous improvement and career development- Mentoring and coaching individuals, assessing performance and potential effectively, using a clear methodology- Creating opportunities for the team members to develop their understanding of financial markets and to build commercial skills- Facilitating technical and behavioural development of your team- Creation and implementation of development programmes, knowledge transfer and other creative initiatives to drive team performance and development- Facilitating and conducting structured programme of learning to support team members to pass the product and trade execution tests.

Operational- Contributing to the global client service function through ownership of an ongoing process, BAU or project workstream to drive tactical improvements and in support of the strategy, and helping achieve departmental goals- Lead service-manager shifts overseeing several global operational centres through SLA monitoring, handling the escalation process and organising pro-active exercises (including weekends)- Identifying, championing, and delivering new initiatives/projects to improve the client experience- Conduct reviews of performance and report/present analysis and results to leadership and other stakeholders

Who You Are:
Your demonstrable experience must include:
- Your success as a champion for change- Leadership qualities, including the ability to identify and cultivate rising talent- Eagerness to performance coach and mentor team and others- Willingness to have constructive and challenging conversations.- Ability to identify and nurture engagement in delivering quality service in others using your experience working with clients.- Highly developed interpersonal skills, with the ability and confidence to inform, collaborate and influence effectively across all employee levels and functions and create networks.- Flexibility and adaptability to deal with diverse stakeholders, ongoing changes, and the requirements of role: including working/coverage for out of business hours’ meetings, weekends, public/bank holidays, and coverage of US market hours and to cover other financial market event influencers.

Desirable:
- Client service or financial sales experience- Additional languages- Management experience

Qualifications:
A Bachelor's Degree in a relevant field (Business, Finance or similar) is a requirement for this role. Additional qualifications and/or certifications would be highly desirable.

Personal Attributes for this position:
- Be self-motivated and pro-active with a genuine interest and passion to achieve and deliver great service- Have a thirst for improvement of yourself, other people and processes that is combined with the self-awareness and openness to feedback to maximise it- Be able to cultivate trust and guide purpose through clear and effective communication- Possess the ability to manage multiple tasks with conflicting deadlines to a high degree of accuracy- Be comfortable working with pace and momentum, demonstrating personal resili

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