Head of Support - Customer Support

Job Overview:

We are seeking an experienced Head of Support to lead and manage our global, multi-brand support teams within the financial industry, specifically focusing on CFDs (Contracts for Difference). The support teams, located in Malaysia, Cyprus, Mauritius, and Taiwan, are responsible for delivering exceptional service to both customers and internal sales teams. The successful candidate will strengthen brand culture, enhance operational efficiency, and improve the competitiveness of our brands by building a robust support system that adheres to the fast-paced demands of the financial market.

Key Responsibilities:

1. Leadership and Team Management:
• Lead and oversee support teams across multiple regions (Malaysia, Cyprus, Mauritius, and Taiwan) to provide seamless customer and internal sales support within the highly regulated financial sector.
• Foster a collaborative team culture that encourages open communication, continuous learning, and mutual support, ensuring alignment with company values.
• Guide team members through ongoing professional development, focusing on skills necessary for high-quality service in the financial industry.
2. Optimizing Support Operations in Finance:
• Develop and implement an efficient support framework that enhances both customer and sales support services, tailored to the unique needs of the CFD market.
• Lead initiatives to automate repetitive manual tasks, enabling the support team to focus on complex, high-value activities, thereby improving operational efficiency.
• Ensure the team delivers accurate, timely support while adhering to financial regulations, ensuring compliance across global markets.
3. Brand Culture and Cross-team Collaboration:
• Promote a strong brand culture by fostering collaboration between support teams in different locations, ensuring knowledge-sharing and best practices across regions.
• Strengthen communication between support teams and other departments, ensuring customer feedback is incorporated into product and process improvements.
• Encourage an innovative mindset that focuses on proactive solutions in a dynamic financial environment.
4. Driving Competitiveness in the Financial Industry:
• Enhance the competitiveness of each brand by refining and streamlining support processes to meet the evolving demands of CFD clients, ensuring an exceptional customer experience.
• Utilize data and client feedback to implement improvements in support services, enabling the company to stay ahead in a competitive, fast-changing market.
• Ensure the support framework is responsive to both regulatory changes and customer needs, maintaining strong compliance standards.
5. Cross-functional and Stakeholder Collaboration:
• Work closely with other departments, including Sales, Compliance, and Operations, to ensure smooth support functions that align with broader business objectives within the CFD industry.
• Collaborate with senior management to align support strategies with company growth goals, providing regular insights on performance, regulatory changes, and process improvements.

• Proven experience in a leadership role, managing multi-brand or multi-regional customer support teams within the financial services sector, ideally with a focus on CFDs or other trading instruments.
• Strong understanding of customer service operations in the financial industry, with an emphasis on compliance and regulatory requirements.
• Excellent communication and interpersonal skills, with the ability to manage teams across multiple locations and ensure collaboration and consistency.
• A strategic mindset with the ability to optimize processes, implement automation, and ensure operational excellence.
• Experience working in a fast-paced, regulated environment, with a strong focus on data-driven decision-making and client feedback to improve support services.
• Ability to manage complex priorities, balancing the needs of the business, compliance, and client satisfaction.