Client Services Manager

About the role

At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas. Our principles: AMBITION: We dream big, try things out and always ask "why not?" and "what if?" We're ambitious in our thinking and our delivery RESPONSIBILITY: We get involved, bring our perspective and are always open to new ideas. We take personal responsibility COMMUNITY: We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community ABOUT THIS ROLE The Head of Client Services will drive the Client Services team to achieve their targets and the outbound activity. They will enforce global processes and drive a rigorous quality assurance and call listening process to optimise consumer experience and revenue as well finding opportunities to improve systems, streamline work and find opportunities to grow the business Responsibilities: Drive the Client Services team to achieve revenue targets through predominantly outbound sales activity. Support the team in providing the best possible customer experience from registration with Xe through to money transfer completion. Drive the team to build strong customer relationships and drive repeat transactions. Identify any issues in the end-to-end process, and take relevant action to optimise conversion levels, working collaboratively with key teams. Enforce adherence to standard global processes, actively monitoring performance and suggesting continuous improvements to tools and process. Build strong links with global counterparts and colleagues, sharing best practice and operating as one global team. Contribute feedback on our digital tools and insights on how digital and Client Services team can inter-operate to optimise consumer experience and revenue. Build a learning culture, where teams share important knowledge and engage in building and using the knowledge base. Drive a rigorous quality assurance and call listening process. Actively coach team members to improve performance using quality assurance process. Experience in an inside sales / sales revenue generating role, selling digital products/financial services Experience in managing and motivating a team to deliver against revenue targets Excellent communication skills, spoken and written Strong coaching skills, investing in team members to perform at the highest level Ability to adhere to process and based on results propose continuous improvements Comfortable working in a fast paced, target driven environment Highly numerate and able to analyse and react to data, in order to optimise performance and revenue generation Ability to work in a global team, sharing best practice and working collaboratively to raise the bar across the organisation Language courses on the eTutor platform for the employee and next of kind Udemy e-learning platform - the scope of the learning path to be agreed with the manager Medical care package at Luxmed for the employee and family with the 'Freedom of Treatment' service Life insurance on preferential terms at TU Warta Multisport card Christmas gifts Subsidised glasses up to PLN 1000 Co-financing of kindergartens Integration activities - ping pong in the office, board games, volunteer projects Employee referral scheme We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects. At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on recruitment@xe.com The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.

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