Client Service Change Lead

6 months ago

Johannesburg, South Africa IG Group Full time

Job Title

Client Service Change Lead

**Job Description**:
Client Service Change Lead

As Client Service Change Lead, you will establish and develop a best practice framework to enable the ongoing delivery of improvement initiatives to the Client Servicing capability. You will focus on achieving IG's service objective through deliverables which are aligned to the Client Service strategy and vision.

So, who are we?

Hello, we’re IG Group. No, not Instagram - though we're a pretty big deal ourselves. We’re a global, FTSE 250-listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part? We’ve snapped up many awards for our top-class platforms, forward-thinking products, and incredible employee experiences. We believe in financial freedom. And our purpose is to help ambitious people achieve it. Around 400,000 people use our groundbreaking technology and forward-thinking platforms to trade the financial products they know and love. Did we mention we have offices in 18 countries? Yes, when you join IG Group, you'll have the chance to work across multiple brands, with people all over the world. Join us for an exciting future and let’s innovate together Your role in the team.

Your role in the team

Client Experience and Service has always been at the heart of IG's strategic planning and a selling point for the business. In a dynamic industry which is ever changing, the continuous improvement of our Client Servicing capability is critical to meet IG's service objective and strategic goals.

Experience should be personalised to the individual client based on a number of factors including client value, query type, channel preference, previous query experience and be effective at achieving and increasing digital first-time resolution and maximising client satisfaction.

As Client Service Change Lead, you will form part of the Trading Services Leadership team and focus on achieving the service objective through deliverables which are aligned to the Client Service strategy and vision. This will be achieved by collaborating with a range of cross-functional teams including our; Client Service Configuration and Digital Servicing teams, to identify improvement areas and prioritise deliveries to both operational processes and our cloud based Contact Centre Genesys Cloud. Key to the success of change is the effective communication. As Change Lead you will own the change journey and drive engagement from both clients and internal teams. This will be achieved through global communication across different channels, including internal articles, Townhall presentations and customer newsletters.

What you’ll do

Continuous improvement is a cornerstone IG's Client Services strategy and critical to achieving our Service Objective, aligned to IG's strategic drivers. Key tasks include:

- Prioritising and delivering improvement initiatives across our client servicing technology and processes to provide a personalised client experience
- Analysing client and staff feedback to drive strategic decisions for the future of client servicing
- Communicating change through an established framework to empower internal teams and customers
- Supporting wider Operational and Product teams as a key stakeholder in company wide deliveries to offer the best trading experience

Who we’re looking for

You’re curious about things like the client experience, the rapid developments in tech, and the complex world of fintech regulation. You’re also a confident, creative thinker with a knack for innovating. We know that you know every problem has a solution. Here, you can try new ideas, and lead the way in creating inspiring experiences for our clients and everyone around you. We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, let’s raise the bar together.

What you’ll need for this role
- Experience in delivering wide scale change to operational teams is preferred
- Strong written and verbal communication skills and confidence in delivering communications to wide audiences across different channels
- Previous experience working within Financial Services is preferred
- Strong Operational Leader: previous experience of successfully working in a cross-function, cross-location leadership position
- Have the understanding or experience of dealing with multiple business areas to deliver success
- Strong analytical skills, with proven ability to adapt systems to measure relevant data effectively, and interpret and analyse this data to inform decisions
- Genuinely demonstrate IG's values - champion the client, learn fast, and raise the bar

How you’ll grow

When you join IG Group, we want you to have more than a job - we want you to have a career. And you can. I

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