Client Services Team Lead: Complaints (Excellent Written English) - A NEW GLOBAL INVESTMENT PLATFORM - IG STARTUP
IG Group
Bangalore, Karnataka
Permanent
Full-time
23 days ago
Job Title Client Services Team Lead: Complaints (Excellent Written English) - A NEW GLOBAL INVESTMENT PLATFORM - IG STARTUP!Job DescriptionIG Incubated Startup:IG Group is now incubating a brand-new business venture with the ambition to build an app-first offering that will re-imagine the world of investing. Building on our core competencies in design, execution, and user experience, we will deliver a market-leading proposition to new and existing IG customers globally that will disrupt and inspire.This will be an incubated business with dedicated teams operating in a start-up fashion.Client Services Team Leads (Complaints) – Come and join the game-changers!In building a new and exciting proposition that will deliver the world’s most compelling individual investor experience, we need a Client Services Team Lead experienced in handling customer complaints within a regulated environment to guide our teams in delivering personalised and fair customer outcomes and a level of customer service that engages, educates, delights and empowers our clients.Reporting to the business unit’s Head of Operations, in addition to helping build out and implement a new, Generative AI-powered Contact Centre capability for your team to use and an end-to-end complaints workstream, you will be tasked with the recruitment, development, training and performance management of a client-facing team of IG’s future talent. You will also work in partnership with our product team, representing the voice of the customer based on insights derived from conducting root cause analysis on customer complaints and helping to drive forward initiatives which constantly evolve and improve our product, processes and the way we service our clients.If you are an experienced and enthusiastic Team Lead who thrives in entrepreneurial and very fast-moving environments, then please read on!So, who are we?Hello, we’re IG Group. No, not Instagram – though we're a pretty big deal ourselves. We’re a global, FTSE 250-listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part? We’ve snapped up many awards for our top-class platforms, forward-thinking products, and incredible employee experiences.We are expanding our share dealing and investing offering, building on our core competencies in design, execution and user experience to deliver a market-leading proposition to new and existing IG customers globally.We believe in financial freedom. And our purpose is to help ambitious people achieve it. Around 400,000 people use our ground-breaking technology and forward-thinking platforms to trade the financial products they know and love.Did we mention we have offices in 18 countries? Yes, when you join IG Group, you'll have the chance to work across multiple brands, with people all over the world. Join us for an exciting future and let’s innovate together!What you’ll do:As a Team Lead, your success will be measured across three key areas of accountabilities:LeadershipLeading a diverse team of client-facing employees, embedding and driving a culture that champions employee progression and improvement.Encouraging the team to advocate on behalf of their customers (be the voice of the customer).Demonstrating a continuous improvement mindset, encouraging thought-provoking challenges to existing processes with a focus on delivering improvements to the service our clients receive.Exhibiting role model behaviours for the team to strive toward whilst demonstrating the ability to adapt and maintain a calm demeanour when faced with unplanned changes, curveballs and interruptions to service. Leading through change and challenge with energy, resilience, and empathy for both your team and customers.PeopleExperienced in recruiting and onboarding strong talent, setting them up for success with a focus on continuous recruitment cycles and innovative, proactive recruitment and employer brand activities.Conducting the performance management of your team; ensuring they understand the service objectives and that they meet/exceed ambitious KPIs/SLAs to provide a best-in-class service.Developing your team through regular performance coaching, timely quality assurance, 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. Identifying individuals’ strengths and development areas and leaning in to cultivate/support them.Creating opportunities for the team members to develop their understanding of financial markets and to build commercial skills.Facilitating the 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 a structured programme of learning to support team members to pass the product and trade execution tests.ManagementBecome a key dependency in managing the global client service function through ownership of the building and implementing a new contact centre and complaints team in support of the strategy.Management of service-agent shifts, overseeing several global operational centres through SLA monitoring, handling the escalation process and organising proactive exercises (including weekends).Identifying, championing, and delivering new initiatives/projects to improve the client experience by utilising customer feedback and complaint root cause analysis.Conduct reviews of performance/user experience and report/present analysis and results to leadership and others.Who we’re looking for:You’re curious about things like the client experience, the impact of consumer duty in the financial services space, the rapid developments in tech, and the complex world of fintech regulation. You’re also a confident, creative thinker with a knack for innovating. We know that you know every problem has a solution. Here, you can try new ideas, and lead the way in creating inspiring experiences and resolutions for our clients and everyone around you.We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporation that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, let’s raise the bar together.What you’ll need for this role:Experience as a Client Servicing lead with a focus on complaint handling within a FCA regulated environment, familiar with delivering outstanding customer service and consumer duty-led outcomes in a thriving and fast-paced environment.Strong leadership qualities, including the ability to identify and cultivate rising talent.Eagerness and a proven ability to coach and mentor a team/teams.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 the 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.Complaint handling, client service or financial services experience, additional languages and management experience are desirable.Be self-motivated and proactive with a genuine interest and passion to achieve and deliver great service.Have a thirst for both self-improvement and that of others, and processes, combined with the self-awareness and willingness to seek feedback in order 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 at pace and with momentum, demonstrating personal resilience and the ability to build resilience in others.Possess strong networking and stakeholder management skills.Demonstrate strong learning agility, curiosity, and innovation.Educated to a minimum of degree level (preferable).How you’ll grow:When you join IG Group, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs and go for the things you dream of. With internal and external learning opportunities and the tools to help you skyrocket to success, we’ll support you all the way.And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world’s best trading experience. We’d love to have you along for the ride.The Perks:As well as having the chance to attend regular social events and join special-interest groups, you get an attractive selection of benefits working with IG:Matched giving for your fundraising activityFlexible working hours and work-from-home opportunitiesPerformance-related bonusesPension, insurance and medical plansCareer-focused technical and leadership training in class and online, incl. unlimited access to the LinkedIn Learning platformContribution to gym memberships and moreA day off on your birthdayTwo days’ volunteering leave per year.Where you’ll work:We follow a hybrid working model; we reckon it’s the best of both worlds. This model also feeds into our secret ingredients for innovation: diversity, flexibility, and close connection. Plus, you’ll be welcomed into a diverse and inclusive workforce with a lot of creative energy.Ask our employees what their favourite thing is about working at IG, and you’ll hear an echo of ‘our culture’! That’s because you can come to work as your authentic self. The things that make you, you – like your ethnicity, sexual orientation, faith, age, gender identity/expression or physical capacity – can bring a fresh perspective or new skill to our business.That’s why we welcome people from various walks of life; and anyone who wants to help us realize our vision and strategy.So, if you’re keen to connect with our values, and lead the charge on innovation, you know what to do.Number of openings 1
