Client Services Team Leader

Client Services Team Leader
- Reporting to: Client Services Manager
- Some career choices have more impact than others. Here at CMC Markets, we live and breathe our values.Founded on a mantra to bring the markets to the masses in 1989, CMC Markets has become one of the world's leading online financial trading businesses. We are focused on putting the client at the heart of everything we do. Through a range of regulated financial products, our goal is to provide the ultimate trading experience. We're passionate about online trading, constantly innovating and looking to improve the way our clients invest in financial markets globally.We’re looking for progressive minds who are driven and forward-thinking, who are open to different ideas and cultures, who can connect with customers and colleagues and who’ll work with courageous integrity every day.CMC Markets APAC is committed to building a culture where all employees are valued and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow in an inclusive environment.- Your main responsibilities will include:- Proactively supervise and coordinate activities of the Client Services team to ensure a high quality, relevant client experience across multiple contact channels-
- Reporting on team performance and business objectives-
- Guiding and coaching of people to help deliver on our people commitments to build capability and engagement-
- Implementing plans, developed with management, to lift performance to necessary levels and take action to address unsatisfactory performance-
- Conduct team meetings to all your team to ensure excellent knowledge flow throughout team-
- Provide point of escalation for Senior Client Services Executives-
- Take ownership and accountability; and work collaboratively with other business teams to drive a client centric and service-oriented culture across the business, putting the client at the heart of everything we do-
- Provide regular feedback of individual and team performance to Client Services Manager to achieve outcomes-
- Drive operational improvements and efficiencies within the team whilst maintaining a high standard of quality and service-
- Provide pro-active input and expertise to in drafting and maintaining relevant team policies and procedures-
- Ensure all team members meet and maintain RG146 requirements-
- Manage the biannual performance review process for team-
- Other duties as required- What will make you stand out?-
- Strategic leadership - your ability to analyse complex situations involving diverse data such that trends or patterns are identified, and appropriate actions determined.
- Operations management - your demonstrated management skills particularly in a complex, high volume and ever-moving transactional environments.
- Customer management - your strong customer focus. Ability to identify and address key drivers of customer satisfaction.
- Team leadership - your outstanding interpersonal and communication skills. Ability to drive individual and team performance with a strong track record to support this claim
- Workforce management and people engagement - your good understanding of workforce management and employee engagement principles and practices.
- Innovation & change management - your experience in scoping and successfully implementing cross-functional change initiatives.
- Persona - your charisma, natural drive, high-energy and a passion for people- KEY OBJECTIVES / KPIS-
- 80% Calls answered within 20 seconds across all Stockbroking brands-
- 90% Tasks handles within 2 business days-
- Quality above 90% throughout the teams-
- Team Engagement-
- Reduction in attrition- COMPETENCIES-
- Customer Focus
- Coaching and mentoring peers
- Teamwork
- Problem solving
- Resilience and drive
- Communication and stakeholder management