Trading Services Team Lead

Job Title

Job Description

So, who are we?
We’re IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.

We are ambitious. Over 340,000 people already use our platforms. We’re global with offices in 18 countries and products in 16 regions. We’re hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.

We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.

Your role in the Team’s Success

You are responsible for the recruitment, development, training and performance of a client-facing team of IG's future talents. The Team Lead's role is to nurture the talents 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 breaking barriers to help drive improvements in our global service.

Leadership will be vital in order to perform this role. Leading a diverse and multilingual team of client facing employees, driving a culture of employee progression and improving through:

• Championing, driving, and integrating the Client vision and strategy into the team;
• Communicating and supporting the new client service technology roadmap, and advocating for the changes that facilitate inspiring experiences for client while setting ourselves for growth;
• Delivering client service quality improvements through driving, understanding and communicating client focused projects. Championing the client experience in team conversations and facilitating a continuous improvement mindset;
• Actively fostering a culture of championing the client, learning fast together, and raising the bar by role modelling, discussion and fun programmes that bring these values to life;
• Leading by example to build the teams flexibility, adaptability and capacity to embrace change and face challenges with energy and resilience.

What you’ll do

This role has 3 main focal points, Leadership (outlined above), People and Operational Efficiency.

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 – lead your team to understand and achieve the service objectives and SLAs through their individual KPIs in the balanced scorecards, the metrics upon which client servicing success will be measured to deliver excellent client service;
• Facilitating your team’s development through regular mentoring, performance coaching and assessment, timely monitoring, potential and talent mapping of all team members, with a focus on continuous improvement and career development;
• Creating opportunities for the team members to develop their understanding of financial markets and to build commercial skills;
• Facilitating and conducting structured programme of learning to support team members to pass the APT and TET;
• Targeted management of underperformance whenever necessary.

Operational

• Contributing to the global client service function through ownership of an ongoing process, BAU or project workstreams to drive tactical improvements in support of the strategy, and helping achieve departmental goals;
• Leading 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 to improve the client experience;
• Reviewing and analysing performance and reporting on the results to leadership and other stakeholders;
• Co-owning the employee lifecycle in the Polish branch of IG by tracking and overseeing regulatory requirements, such as timesheets, leaves, overtime etc.
• Creation and implementation of development programmes, knowledge transfer and other creative initiatives to drive team performance and development;

What you’ll need for this role

Essential:

• A champion of change
• Leadership qualities, including the ability to identify and cultivate rising talent - Eagerness to performance coach and mentor team and others
• Willingness to have challenging conversations
• Experience working with clients to effectively service and/or sell IG products and features, and the ability to identify and nurture this level of engagement in others
• 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: coverage for weekends, bank holidays, US market hours, and covering other financial market events.

Desirable:

• Additional languages Qualifications: 1. Financial sales or customer service 2. Degree educated

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We’re committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

Learn more about the Perks here!
 

Join us for this exciting journey. Apply now!

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