Head of Exchange Operations/Client Service 181 views3 applications

Job Scope

To develop strong relationships with customers, connecting with key business executives and stakeholders, liaise with cross-functional internal teams to improve the entire customer experience, and identify new business opportunities among existing customers.

Performance measures

Account Management

• Lead the operation team to provide customer support, client onboarding and other operation related matters

• Run and provide oversight of the exchange/marketplace to ensure market integrity and that the venue is operating in an orderly fashion

• Serve as the lead point of contact for all customer account management matters

• Implement new products, new regulatory requirements and change policies via formalizing of processes flow, KPI update and training

• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors

• Ensure the timely and successful delivery of our solutions according to customer needs and objectives

• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas

• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)

Risk Management & compliance

• Manage AML and risk effectively by ensuring timely and conduct precise escalation and handling/monitoring of issues including identification of root cause and coming up with resolutions

Candidate Specifications:

• Bachelor degree or above with operational background preferably gained from the banking industry

• 7+ years of relevant experience with at least 2 years of people management experience

• Possess sound knowledge and understanding in equities or derivative products

• Demonstrates a ‘can do’ attitude with a passion in the provision of excellent customer experience

• Be able to quickly adapt to a fast-paced environment

• Proficient in English with one North Asian language a plus

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