FactEntry - Team Leader - Client Support

Job Overview:

- We are seeking a proactive and detail-orientated Client Support Team Leader to manage and oversee client queries, ensuring timely, accurate, and high-quality responses.

- The ideal candidate will possess a strong understanding of fixed income products, advanced technical skills, and exceptional communication abilities.

- This role requires leadership in managing client requirements end-to-end, driving team performance, and ensuring alignment with FactEntry's standards of excellence.

Key Responsibilities:

- Ensure timely and accurate responses to client questions and issues.

- Develop strong client relationships by understanding client-specific requirements and expectations.

- Act as a subject matter expert (SME) in fixed income products, supporting both clients and internal teams.

- Maintain a comprehensive understanding of fixed-income instruments and global market practices.

- Ensure criticality, accuracy, and timeliness of data delivery to clients.

- Collaborate with internal teams to enhance data quality and meet SLA requirements.

- Lead, mentor, and guide the client support team to achieve business goals.

- Allocate workloads effectively and ensure coverage across shifts and business-critical hours.

- Foster collaboration across Operations, Product, and Technology teams.

- Drive process excellence through attention to detail and continuous monitoring.

- Implement improvements aligned with Lean Six Sigma principles (certification preferred).

- Support transformation initiatives to enhance efficiency and client satisfaction.

- Leverage tools such as Excel, SQL, Power BI, and Python for data analysis and client reporting.

- Identify automation and optimisation opportunities to streamline workflows.

- Adapt quickly to changing client requirements and business demands.

- Work flexible schedules, including different shifts, extended hours, and availability for client calls as required.

Key Qualifications:

- Education: Postgraduate degree (or equivalent) in finance, accounting, or related field preferred.

- Experience: Minimum 5+ years in client support, financial services, or the fixed income domain.

- Certifications: Lean Six Sigma (Green Belt or higher) preferred.