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Client Experience Manager, Singapore

About OANDA 

We have come a long way since our first currency feed 23 years ago, we are an award-winning global company offering leading currency solutions for both retail and corporate clients, from a tech start-up to a global corporation. Founded in 1996, we became the first company to share exchange rate information on the internet free of charge and in 2001, we launched a trading platform that helped pioneer the development of online-based trading around the world, enabling forex and CFD investors the ability to trade the financial markets.  Our vision is to transform how our clients can meet all of their currency needs with innovative and award-winning solutions. Under new ownership with significant ambitions to grow the business on the global stage, we are looking for highly motivated, passionate individuals who want to make a mark in a dynamic environment.

Role:

Responsible for the productivity and service quality of their respective team. Accountable for the Voice, Web Chat and eMail support channels, the Team Lead will focus on delivering results primarily through their ability to drive performance of the people on their team. Escalation point for complex queries and more involved in projects and ad hoc requests from Management. Forms an important part of mentoring and training of new employees

Responsibilities:

  • Develop a strong understanding of OANDA’s product offerings, how our systems work and customer lifecycles;
  • Create bridges with the various departments to ensure Client Experience is updated in a timely way
  • Working knowledge and utilization of customer service metrics to increase customer engagement and ultimately satisfaction scores by eliminating pain points in the process
  • Develop and implement on going training sessions to ensure superior OANDA product knowledge of team members to ensure positive outcomes with engagement with clients
  • Identify the types and causes of CX center turnover and factors that impact agent retention
  • Workforce management, including scheduling introducing changes to improve customer satisfaction, managing to outcomes and empowering Client Service team to resolve on 1st contact where possible
  • Cultivate and sustain a work environment that motivates high performance; recognizes and rewards individual and team excellence; and instills employee loyalty
  • Develop and implement objectives with employees on the team that align to the contact center mission.
  • Leverage the monitoring and coaching program to conduct monthly evaluations and provide constructive feedback to help employees course correct and achieve assigned deliverables
  • Ensure transparency for employees in the team as to what they are measured on from a performance standpoint and how they can improve their performance grade with frequent performance evaluations
  • At all times ensuring to adhere to OANDA's policies and remain compliant
  • Identify and implement appropriate actions based on employee satisfaction survey results in collaboration with management
  • Provide employees the opportunity for professional development and continuous improvement with access to tools and learning resources.
  • Manage remote staff in accordance with applicable organizational policy and regulations.

Qualifications:

  • A minimum of 3 years experience in a team lead role for a client facing team (sales or service) in the financial services industry
  • University degree or college diploma in a related field (or equivalent work experience)
  • Advanced PC Skills - comfortable with email and Web browsing/searching. Microsoft Office skills advantageous
  • Prior experience with a CRM system - Microsoft Dynamics, Salesforce, SAP, Oracle, Zendesk
  • Maintain licensing (as required) within the regulated supported regions (NFA, MAS, ASIC)

Skills & Behaviours:

  • Experience coaching and motivating a team to work together collaboratively;
  • Ability to manage change by supporting innovation or implementing organizational changes required to increase the organization’s effectiveness
  • Strong analytical skills and the ability to assimilate and interpret large amounts of data to drive change and objectives within the team
  • Excellent Interpersonal Awareness and skills to manage situations in a diplomatic, respectful and inclusive manner
  • Superior written and oral communication skills
  • Detail oriented, reliable, and resourceful
  • An empathetic listener who strives to delight the customer.
  • Able to solve problems independently that is in the customer’s best interest.
  • Receptive to coaching and feedback to help enhance performance to meet goals
  • Positive attitude, flexible nature, thriving in a fast-paced, constantly changing environment

Work Environment:

  • Office environment
  • Shift work and working holidays may be required
  • Some travel may be required

OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible

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