Role Summary:

Reporting to the Client Experience (CX) Director in Singapore and the Managing Director in Japan, the Team Lead of Client Experience is responsible for managing the performance of the team which is responsible for a combined role of Customer Service, Onboarding, and Funding/Withdrawal to assist clients in trading with OANDA at all stages. The role will focus on increasing customer satisfaction, increasing conversion rates, reducing client attrition as well as process account opening and funding requests in a timely manner.

The Team Lead of Client Experience is accountable for:

• The delivery of operations and performance of the Contact Center Team in Japan
• The transformation of the team in Japan to ensure efficient and accurate service responses to clients and ensuring that the team in Japan is positioned to scale and support our growing client base and expectation
• Ensuring service delivery to the client is seamless and timely while providing outstanding service quality

Responsibilities:

• Responsible for ensuring the team is meeting targets and objectives with an analytical and data driven mind set
• Act as mentor to the team members to ensure that new employees are properly mentored, trained and developed to fill existing gaps within the team
• Work with internal stakeholders to review and improve the effectiveness of the existing workflows while avoiding any regulatory risks
• Execute on necessary strategic initiatives to deliver the necessary service standards – ensuring a structure that delivers on capability, quality and productivity
• Ensure an operating model that enables superior customer experience and positions the organisation to scale in line with customer growth.
• Cultivate a culture of continuous improvement and operational excellence with an understanding that technology will be the core to our scalability
• Collaborate with management to ensure transformation of operational processes and scalability of CX Team

Qualifications:

• FFAJ sales representative license desirable, alternatively a strong commitment to obtain the license is required
• Bachelor’s degree, or 3 to 5 years of experience in a role leading a service team. A background in the financial industry or technology sectors is advantageous.

Skills & Behavior

• Experience in Salesforce would be advantageous
• Proven track-record in a Customer Service environment
• Professional level Japanese (written and spoken)
• Ability to communicate in English required
• Positive attitude, flexible nature, a person who would thrive in a fast-paced, constantly changing environment
• Ability to work flexible hours
• Results / Goal Oriented - Routinely exceeds targets
• A team player with a hands on management approach
• High attention to detail
• Ability to manage multiple tasks and commitment to deadlines
• Ability to identify areas for improvement and challenge the status quo
• A strong understanding of products & services offered by OANDA

      Work Environment:

• Office environment
• Frequent computer use
• Some travel
• Working outside standard business hours (accommodating other regional time zones)

 

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