Trading Operations Manager

The Trading Services Team Lead role is a challenging opportunity to empower our trading services teams and deliver exceptional client experiences.

As a Team Lead, you will be responsible for the recruitment, development, training, and performance of a client-facing team. You will act as an ambassador for Client Services and your region, building stakeholder relationships and driving improvements in our global service.

The successful candidate will possess leadership qualities, including the ability to identify and cultivate rising talent. They will be eager to performance coach and mentor team members, willing to have constructive and challenging conversations, and able to identify and nurture engagement in delivering quality service.

• 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.
• Actively fostering a culture that champions the client, learns fast together, and raises the bar by role modelling, discussions, and fun programs that bring these values to life.

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.

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 centers through SLA monitoring, handling the escalation process, and organizing pro-active exercises (including weekends).
• Identifying, championing, and delivering new initiatives/projects to improve the client experience.

Requirements:

• 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-

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:

• 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 maximize 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 resilience,