Position Overview:
As our Ongoing Monitoring Team Leader, you will be responsible for leading the Client Services Team to manage all incoming queries (via phone and email channels) from current and prospective clients on our customer support platform. The Ongoing Monitoring Team Leader is required to have a thorough understanding of the various services provided by IDR and understand relevant AML/CFT laws to act as a reference and escalation for other Client Services team members.
Responsibilities:
Recruit and retain productive staff who adapt well to the IDR culture.
Monitor and maximize the productivity of all Client Services staff.
Interact with clients, lawyers, investors, and administrators effectively and professionally.
Work with the Operations Leader to identify and support the productivity and training needs of colleagues and, occasionally clients, within agreed timescales.
Maintain a positive, empathetic, and professional attitude towards clients and team members at all times.
Actively encourage a culture of continuous improvement through new ideas.
Clearly own the Client Services service line in the view of clients and your team members.
Own all incoming queries to resolution and closure; tracking those open to ensure client service is maintained.
Ensure that all Client Services activity reflects a defined process and is undertaken within its parameters.
Continuously improve the efficiency, control, and client and/or Investor experience of the Client Services service line.
Act as the central point of contact for all procedural questions relating to the Client Services service line.
Maximize the use of technology in all Client Services processes in order to control risk and improve efficiency.
Suggest technology improvements in pursuit of efficiency.
Act as the central point of contact for IDR process maps and guides relating to the Client Services service line.
Measure and report Client Services staff performances using well-considered indicators.
Role Core Values:
Demonstrate commitment to collaborating with internal stakeholders & peers.
Foster connection with your team through mentorship and guidance, fostering a collaborative and growth-oriented environment.
Embrace change by seeking opportunities to streamline and automate processes, driving efficiency and accuracy.
Embrace challenge by flexing conventional approaches to drive improvements, contributing to our commitment to excellence.
Skills and Qualifications:
Experience in helpdesk, call centers, and their technology e.g. Freshdesk/Zendesk.
Proven ability to challenge norms and drive innovative solutions in a dynamic environment.
Exceptional leadership skills with a commitment to mentoring and developing team members.
Strong communication and interpersonal skills, facilitating effective collaboration.
Analytical mindset with the ability to identify and mitigate complex risks.
Experience in optimizing efficiencies within scaling fintech organizations.
Proactive, organized, working efficiently and accurately, and autonomously within defined processes.
Take initiative, solution-oriented thinker who is approachable to all staff.
Excellent communicator, self-starting & capable of working with light supervision.
Being part of the #IDRTeam provides a collaborative and inclusive work culture that values innovation, diversity, and the four pillars of Commitment, Connection, Change, and Challenge.
We are a scaling business which is not for everyone. We are building as we go and we believe we are creating something remarkable. If you are excited by the prospect of creating something great, with a talented group of people, then IDR is your next great decision.
Benefits:
Competitive compensation package.
Hybrid work options.
Opportunities for professional growth and career advancement.
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