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.
