Customer Service & Back Office Manager

Key Responsibilities

Operations Management

- Oversee daily Customer Service and Back Office operations.

- Ensure adequate staffing and 24/7 coverage across global teams.

- Monitor workload, queues, backlogs, and escalations.

- Resolve operational issues and maintain service continuity during peak periods or incidents.

Customer Service Management

- Ensure timely and high-quality support via Live Chat, Email, Tickets, WhatsApp, Telegram, and VIP channels.

- Monitor service KPIs such as response time, resolution time, customer satisfaction, and backlog levels.

- Handle complex customer cases and escalations.

Back Office Management

- Oversee KYC verification, account opening, account maintenance, deposits, withdrawals, and client documentation processes.

- Ensure requests are processed accurately and within agreed turnaround times.

- Minimize operational backlogs and processing errors.

Team Leadership

- Lead and develop Team Leaders and support teams.

- Conduct performance reviews, coaching, and development plans.

- Drive accountability, collaboration, and employee engagement.

- Support succession planning and future leadership development.

Workforce Planning

- Manage shift coverage, attendance, manpower allocation, and scheduling.

- Ensure sufficient resources during weekends, holidays, marketing campaigns, and high-volume periods.

- Identify hiring needs and resource gaps.

KPI & Performance Management

- Track operational and team performance metrics including:

- Response & resolution times

- Customer satisfaction

- KYC turnaround time

- Backlog management

- Team productivity and quality scores

- Identify trends and implement improvement plans.

Escalation & Incident Management

- Act as the main escalation point for complex customer, operational, or system issues.

- Coordinate cross-functional teams during major incidents.

- Ensure timely communication and issue resolution.

Cross-Functional Collaboration

- Work closely with Risk, Payments, IT, Sales, Marketing, Product, Training, and Compliance teams.

- Ensure operational updates and requirements are effectively communicated.

Process Improvement

- Ensure adherence to SOPs and internal policies.

- Identify process improvement opportunities and implement best practices.

- Maintain knowledge bases, workflows, and operational documentation.

Ideal Candidate

- Experience managing Customer Service and Back Office operations, preferably in Forex or CFD

- Strong leadership and people management skills.

- Experience managing KPIs, workforce planning, and operational performance.

- Ability to handle escalations, make decisions, and work in a fast-paced 24/7 environment.

- Strong stakeholder management and cross-functional collaboration skills.