Uk Head Of Client Services

Description Who We Are Moneycorp is a thriving dynamic business with an excellent reputation helping Corporate and Private Clients with their FX and International Payments requirements for over 40 years.
As a globally expanding business, our footprint covers UK & Ireland, Europe, USA, Canada, Hong Kong, UAE, and Brazil!

With our extremely rare single IBAN multi-currency account, we are able to assist with a variety of different payment needs, including business payment solutions, personal payments abroad (for example buying a property), travel money, as well as the ability to offer interest on deposits.
Supplementing this, we also support the global supply chain of wholesale banknotes through our Financial Institutions Group (FIG) and partnership with the US Federal Reserve Bank, to build deeper payment relationships with international banking customers.

It is through obtaining our own banking and payment licenses, the acquisition of two banking platforms and access to 16+ liquidity providers that we are able to proposition a trailblazing FinTech payment infrastructure that simplifies our customer's diverse business needs and reduce their costs.
There is no doubt that we are a major player and differentiated ourselves in a continuously evolving and competitive industry.

With 500+ employees, Moneycorp prides itself in attracting some of the world's top talent and the people who work at Moneycorp are truly behind its continued success.
As Moneycorp continues to expand into new territories, there are considerable opportunities for growth for newcomers and the learning possibilities are endless.
We welcome you to be part of a team which has a passion for the business, all within a collaborative and supportive working environment that has ultimately translated to a unique exciting business.
To find out more about our journey click here.

Your Next Challenge Moneycorp is seeking a UK Head of Client Services to support our customers with completing their foreign exchange transactions and international payments.

The primary objective of the role is to deliver first class service with operational excellence and regulatory compliance.

This role will require working closely with all client facing teams and support functions applying our 7 principles:

Deliver a world-class client experience. Maximise the value of FX and Payments to grow profitability. Strengthen our sales and dealing capabilities. Create a great colleague journey. Empower our regions. Protect our license to operate (regulatory compliance). Support the Group ambition. You will:

Proactively assess and improve the customer experience both digitally and offline. Be comfortable communicating at Executive Level. Have experience in the Financial Services industry, you will understand consumer duty, complaint management and operational resilience as well as the needs of the business and clients. Key Accountabilities Performance of contact centre and customer service team Maintain and improve call centre operations and customer service by: Ensure company set KPI's and service levels are achieved. Develop, create and deliver daily/weekly/monthly reporting to ensure the business is reaching its goals. Monitoring system and staff performance. Identifying and resolving problems. Preparing and completing action plans. Managing system and process improvements. Quality assurance monitoring - call and email monitoring for quality, ensure processes are followed and identify training requirements. Effective resource planning – efficient and cost-effective team. Agree and execute process improvements with customer experience and efficiency in mind. Design, management and delivery of on-boarding new colleagues into the teams in order to ensure they meet the required performance. Management of client communication channels. Customer Experience and Satisfaction Ensure calls, emails and tasks are handled by staff within agreed time scales in an appropriate manner. Liaise with all areas of the business to resolve issues and implement improvements. Ensure staff have the knowledge and skills to complete tasks quickly and effectively. Know company products and policies inside out and be able to communicate. Processes to be documented. Deliver a superb customer experience through a team of highly motivated and customer focused staff. Build and maintain a culture of customer focus and service excellence. Collaborate with colleagues across the business to ensure customer challenges are rectified. Handle most complex complaints and enquiries. Manage company Trustpilot, Feefo. Liaise with marketing department on customer feedback strategy. Review customer journey, devise and implement recommendations. Leadership and People Management Design and deliver Contact Centre and office engagement, culture strategy, including managing reduction of lost time and attrition. Create and manage yearly objectives to ensure business targets are met. Work with and ensure all HR requirements are met and delivered across the teams. Ensure colleagues have path to progression and development plans in order to assist with colleague development and retention. Coach the team members to handle all client queries efficiently. Deliver open and clear communication to ensure all staff understand objectives, performance and encourage feedback and customer insight to enhance the client experience. Carry out staff recruitment. Regularly review and document performance of staff. Create and manage staff commission scheme. Organize staffing including shift patterns and number of staff required to meet business requirements.
Ensure resources are used effectively during peak and quiet times. Identifying training needs, write and deliver training materials (as appropriate). Regulatory compliance Working in a regulated environment, you will contribute to new and established policies and procedures and ensure they are followed. Ensure that both yourself and the team maintain excellent records of all client and stakeholder contact. Manage complaints process end to end to ensure regulatory, business and customer requirements and timescales are met. Ensure compliance with consumer duty. Assist in management of risk events including root cause analysis and lessons learned reports. Be a vulnerability customer champion. Knowledge and Experience: Essential: Experience managing customer service teams & track record of delivering consistent customer excellence. Previously worked in a fast-paced environment. Experience of working in a contact centre environment. Worked within a multichannel environment (e.g.
digital, telephone, email, chat). Demonstrates the ability to understand and deliver quality experience, both digitally and offline. Commercially minded, financially capable and can execute a strategic plan. Proactive as an individual, and works well as a team member. Able to identify their own strengths and weaknesses and surround themselves with team members or colleagues from around the business to ensure the appropriate skills are present to deliver. Can handle high pressure. Excellent organisation, prioritisation and delegation skills; ensuring tight deadlines and quality is maintained. Identifying innovative solutions to challenging situations. Resilient to change, adapting to new situations with confidence where parameters may not always be clear. Strong interpersonal skills; building rapport and effective relationships.
Well-developed verbal and written communication skills including tact, diplomacy and sensitivity. Desirable: Experience working with UK regulator (Financial Conduct Authority), particularly with Consumer Duty, Operational Resilience, Complaints and Financial Ombudsman Service. Experience of Payments Infrastructure. Compliance background would be an advantage but is not a requirement. Skills: M365 Office products (Outlook, Excel, Word, PowerPoint, Visio). Able to create analytics and reports for senior leadership team. Operational management, process management and control. Experience with phone systems and reporting tools. Education: Higher education or University Degree. Personal Attributes: Motivate, inspire and lead a team. Adaptable and flexible. Calm and confident. Personable and approachable. Proactive and tenacious. Team player. Excellent listening skills. Clear communicator, both written and verbal. Excellent attention to detail. Decisive and quick thinking. Self-motivated and proactive. Professional and committed. Results driven leader. The successful candidate will be part of a dynamic team and work in a fast-paced environment, catering to a diverse mix of stakeholders with varying needs.
Therefore, the ideal candidate should be a self-starter, as there is an opportunity to make an immediate and tangible contribution to the business.

Please note: This is a full-time, permanent position with an opportunity to work hybrid within the Client Services team based in our London or Coventry office.

What you get in return: This role offers a competitive salary, plus a benefits package including private medical health insurance.

Interested? If the role sounds like you, we invite you to upload a copy of your CV and can do this by clicking on the Apply Now button.

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You can also find Moneycorp on Facebook, Twitter UK, Twitter Americas, Instagram, LinkedIn, where you can discover how we are leading the way in global payments and currency risk management.

Diversity and Inclusion Moneycorp is proud to be an Equal Opportunity employer.
Across our Group, Moneycorp maintains a philosophy that an inclusive company culture inspires creativity, fosters a sense of belonging, and is imperative to both personal and professional growth.
With a makeup of 47 percent female employees, Moneycorp has a remarkably diverse workforce.
Our commitment to inclusion and opportunity continues to evolve and improve as we listen and engage with our diverse teams.

All qualified applicants will receive consideration for employment without regard to age, colour, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, political affiliation, status as an individual with a physical or mental disability status as an individual with a protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Moneycorp believes that diversity is critical to our success in helping Corporate and Private Clients with their FX and International Payments requirements across the world and is committed to creating an inclusive, mutually respectful environment which celebrates diversity.
We hire on the basis of talent, merit, competence, performance, and business needs.

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