Client Servicing Change Lead

Location

Bangalore | India

Job description

• Client Experience and Service has always been at the heart of IGs strategic planning and a selling point for the business. In a dynamic industry which is ever changing, the continuous improvement of our Client Servicing capability is critical to meet IGs service objective and strategic goals.
• Experience should be personalised to the individual client based on a number of factors including client value, query type, channel preference, previous query experience and be effective at achieving and increasing digital first-time resolution and maximising client satisfaction.
• As Client Service Change Lead, you will form part of the Trading Services Leadership team and focus on achieving the service objective through deliverables which are aligned to the Client Service strategy and vision.

What you ll do

Continuous improvement is a cornerstone IGs Client Services strategy and critical to achieving our Service Objective, aligned to IGs strategic drivers.

Key tasks include:

- Prioritising and delivering improvement initiatives across our client servicing technology and processes to provide a personalised client experience

- Analysing client and staff feedback to drive strategic decisions for the future of client servicing

- Communicating change through an established framework to empower internal teams and customers

- Supporting wider Operational and Product teams as a key stakeholder in company wide deliveries to offer the best trading experience.

Who we re looking for

• You are curious about things like the client experience, 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 for our clients and everyone around you

What you ll need for this role

• Experience in delivering wide scale change to operational teams is preferred - Strong written and verbal communication skills and confidence in delivering communications to wide audiences across different channels

• Previous experience working within Financial Services is preferred

• Strong Operational Leader: previous experience of successfully working in a cross-function, cross-location leadership position

• Ready to work of US market hours and other financial market events

• Have the understanding or experience of dealing with multiple business areas to deliver success

• Strong analytical skills, with proven ability to adapt systems to measure relevant data effectively, and interpret and analyse this data to inform decisions

• Genuinely demonstrate IGs values - champion the client, learn fast, and raise the bar.

The perks

• Flexible working hours & hybrid working

• Home office equipment reimbursement

• Performance related Bonus

• Employee-led LGBTQ+, Womens, Black, and Parents & Carers networks with an annual budget for organizing events & projects that foster an open, diverse, and inclusive culture

• Career-focused and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform

• Well-being events as well as Employee Assistance Programme

• Contribution to gym memberships

• A day off on your birthday Two days volunteering leave per year

• A day off on your birthday

• Two days volunteering leave per year

Job tags

Salary