Apply: Head of Customer Support - Financial Services

Reference: BH-159011
The Organisation & The Role:

Our client is an established and trusted brand who's been providing edge-cutting trading solutions to clients around the world over the past decade. This unique opportunity has become available for a service and quality orientated Client Services / Support Team Lead to advance their career. You will be managing a sizeable team and be driving for performance excellence.


Your Main Responsibilities:  
  • Oversee a team of 20 support representatives, making sure the daily/monthly/quarterly KPI's as well as client satisfaction goals are achieved
  • Respond timely to support issues including any client grievance in accordance with the Company's internal dispute resolution procedures
  • Maintain effective customer support standards, procedures, policies and registers in compliance with Company's Product Disclosure Statement and relevant regulations
  • Investigate in escalated matters such as client disputes, compliance breaches, platform and trading related technical issues etc. and provide adequate resolutions
  • Coordinate with any key controls testing, incident management, transaction monitoring, audit and reporting tasks as required by Compliance
  • Maintain awareness of ASIC, AUSTRAC and AFCA compliance requirements, and ensure the team members are well coached
  • Timely review and update existing operating manuals, policies, procedures and training programs incorporating latest changes (business and regulatory)
  • Collaborate with the support team leaders in offshore locations for any cross-boarder client issues
  • Recruit, train and develop new staff

The Requirements:

  • Minimum 5 years of in a customer service role (preferably Team Lead) within Banking or Financial Services
  • Proven experience working in a Call Centre or centralised service desk function is highly regarded
  • Good knowledge of the Corporations Act, ASIC, AFCA, AUSTRAC and other local regulatory requirements; can understand their implications and relevant team performance metrics
  • Proficiency in Microsoft Office and customer service technologies (Zendesk).
  • Ability to demonstrate strong leadership and effective communication skills across different levels


For further information on this role or to confidentially apply, please send an up to date CV to eugenag@ethosbc.com.au, contact Eugena Gong on 02 8227 9200 or apply directly via the Apply for this job button. Only WORD FORMAT resumes will be accepted.
Company Background:

Ethos BeathChapman (EBC) is a global group of executive recruitment experts in Australia, Asia and EMEA, with a broader network beyond. We connect exceptional people to exceptional companies.

EBC’s mid-sized agility and solutions-focused approach enables us to flex where traditional recruitment agencies have failed, and scale beyond the reach of boutiques. Our multidisciplinary expertise covers corporate and specialised functions across Finance, Technology, Commerce and Government recruitment markets, among others.

Established 2005 in Sydney, EBC today has six offices worldwide in Australia, Singapore, Hong Kong, Japan, Netherlands and the UK. Part of the Nikkei-listed Will Group, Inc, we own Quay Appointments and our staffing and managed solutions specialists, CONNECT.

Let’s connect, and make exceptional happen, together: www.ethosbc.com

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