About Us:

XLibre is a dynamic and growing organization that values innovation and excellence in all we do. As we expand our operations, we are looking for a skilled Business Analyst with a strong accounting background to join our team and support data-driven financial and performance insights.

Role Overview:

We are seeking an experienced and proactive Support and Back Office Team Leader to manage and supervise our support and back-office operations across multiple offices globally. The role includes overseeing team performance, conducting global training programs, ensuring KPIs are met, and maintaining exceptional service standards for our clients.

Key Responsibilities:

Global Team Leadership: Supervise and guide support and back-office teams across global offices, ensuring consistency in quality and adherence to company standards.
Monitor Performance: Track and evaluate team activities, including live chat interactions, email correspondence, and CRM processes, to ensure efficiency, accuracy, and timely issue resolution.
KPI Management: Define, track, and report on team KPIs, including response time, resolution time, and customer satisfaction scores. Provide actionable feedback to improve team performance.
Global Training: Design and deliver training programs for support and back-office teams across different regions to maintain operational excellence and uniform standards.
Chat and Interaction Monitoring: Actively review live chats and customer interactions to ensure compliance with company policies and provide real-time feedback or coaching.
Operational Oversight: Oversee global back-office functions, including KYC/AML compliance, account verifications, funding/withdrawals, and risk management procedures.
Supervision of Global Offices: Coordinate and ensure effective communication and operations between regional offices, aligning them with corporate goals and best practices.
Process Optimization: Continuously evaluate and improve workflows, ensuring efficient collaboration between global offices and enhanced client satisfaction.
Reporting: Generate detailed performance and operational reports for senior management, highlighting achievements, challenges, and recommendations.
Collaboration: Work closely with other departments, including compliance, sales, and IT, to address escalated issues and streamline processes globally.

Requirements:

Proven experience in a leadership role within a forex or financial services company, with exposure to global operations.
Strong knowledge of back-office processes, support operations, and regulatory compliance (KYC/AML).
Experience in managing and training global teams across multiple time zones and offices.
Proficiency in monitoring KPIs and analyzing team performance metrics.
Skilled in using live chat tools, CRM systems, and trading platforms like MT4/MT5.
Excellent communication, leadership, and coaching skills.
Ability to travel occasionally to global offices for training and operational support.
Strong organizational and multitasking skills with the ability to prioritize tasks effectively.

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XLibre

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