The Client Services Team Lead acts as an experienced point of contact between our clients and the Bank and oversees the performance of a team of Client Service Representatives, providing support and ensuring plans to achieve targets are effectively implemented. Key responsibilities include:

• Lead and develop the client service team, providing mentorship, performance evaluations, and constructive feedback to achieve agreed targets and KPIs
• Ensure delivery of exceptional client service, acting as a point of escalation for complaints and overseeing their resolution in a timely and satisfactory manner
• Manage service issues related to platform queries, trades, corporate actions, margin, cash and asset transfers across various financial products and global exchanges
• Conduct French language quality assurance programmes and monitor internal and group SLAs, particularly for trading and back office functions
• Contribute to the creation and maintenance of departmental policies and procedures, ensuring full adherence to regulations and company guidelines
• Collaborate with other departments on projects and initiatives as required, building effective cross-functional relationships
• Oversee team compliance with required training (e.g., MiFID) and support professional development within the team

• 5+ years of experience in client servicing within retail investing or banking, with strong knowledge of investments (particularly equities, funds, options, derivatives, and CFDs)
• Understanding of banking and brokerage operations, digital trading platforms, and relevant regulations (e.g., MiFID, Treating Customers Fairly)
• Excellent communication skills with fluency in English and French or German; additional European languages are a plus
• Proven ability to lead and develop a team, including providing mentorship and performance management
• Strong problem-solving skills and attention to detail, with the ability to handle client complaints effectively
• Highly organised with a professional demeanour and confidence in client interactions