FX Operations Customer Support manager

FX Operations Customer Support Manager

LSEG in Mumbai is looking for proactive and dynamic trade and technical support managers to join our international team. The candidate s primary role is to provide a successful team of trade and technical support executives for FXAll.

The ideal candidate understands capital markets and related technology. They take ownership of their team s performance, as well as possess a cross-functional team approach towards meeting customer and departmental goals. They know what it takes to make each member of their team successful. They are proponents of continuous learning and change. They can quickly learn new technology, industry trends and updates.

Role Responsibilities

• Manage a cross-functional team of technical and trade operations executives.
• Conduct coaching 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.
• To lead a culture of continuous improvement with customer satisfaction, process efficiency and risk management at the heart of our team goals
• Act as the first level escalation point for the team.
• Accountable for team s performance and own deliverables.
• Ensure own level of knowledge remains relevant to product and industry.
• Ensure alignment across LSEG FX Operations teams. Support learning & development as necessary.
• Participate in projects to improve overall performance metrics.
• Build internal relationships & network with key teams.

Qualifications

• Experience leading a Technical Support or Customer Service team from a Financial Services firm or account.
• Proven track record in driving performance.
• Critical thinking, problem-solving and decision-making skills.
• A drive to improve customer satisfaction, process efficiency and risk management - an aptitude for continuous improvement
• Capacity to learn complex processes, ability to be cross-trained, and must possess a growth mindset.
• Excellent presentation, oral and written communication skills.
• Can adapt to change, demonstrate flexibility and a can-do attitude.
• Must be a team player.
• 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.

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 purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

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

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone s race, religion, colour, 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. Conforming with applicable law, we can reasonably accommodate applicants and employees religious practices and beliefs, as well as mental health or physical disability needs.

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 purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

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

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone s race, religion, colour, 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. Conforming with applicable law, we can reasonably accommodate applicants and employees religious practices and beliefs, as well as mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it s used for, and how it s obtained, your rights and how to contact us as a data subject .

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.