Customer Service Manager (Online Trading) - up to 80k - BTS Chidlom (ID: 700908)

Responsibilities:

• Ensure accurate and timely execution of equities trades for clients

• Handle client enquiries on trading-related matters via phone and email in a professional and proactive manner

• Participate in key initiatives, including new product onboarding and platform development projects

• Maintain a strong understanding of business systems, processes, and operational procedures

• Drive a “Customer First” approach, delivering high-quality support and service standards

• Proactively engage clients to support account activation, registration, and funding processes

• Manage and resolve trading issues effectively, including handling transactions during system downtime

• Utilize CRM systems to track client interactions, generate reports, and ensure timely follow-ups

• Monitor and support service performance through KPIs and governance processes

• Lead and manage a team of customer service representatives, providing guidance, coaching, and performance management

• Collaborate cross-functionally with operations, compliance, and sales teams to resolve client issues efficiently

Qualifications:

• Minimum 5 years of experience in equities and/or options dealing within financial institutions or brokerage firms

• Proven experience in leading or supervising team members

• Must hold a valid IC Complex 1 license

• Good command in English communication. 

• Strong communication and interpersonal skills, with the ability to engage effectively with various stakeholders

• Ability to work independently while also collaborating effectively within a team

• Capable of working under pressure with a proactive and positive mindset

• Willing to work night shifts (office-based)