Team Lead - Client Management

StoneX Group Inc.; Greater London; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

StoneX Group Inc. in London is seeking a Client Management Team Lead to ensure smooth operation of the client service function in a fast-paced trading environment. You will oversee a team, drive process improvements, train staff, and maintain high quality, compliant service while supporting Sales and HNW initiatives.

The role is hybrid, with 4 days in office and 1 day remote. Ideal candidates hold a BS/BA in Finance or Business, have at least 1 year in FX/CFD management, and demonstrate

Qualifications

• Experience in FX/CFD industry and managing a team.
• Strong focus on process improvement and customer service quality.
• Detail-oriented with timeliness and accuracy.

Responsibilities

• Oversee all activities of the Client Management Team to ensure high-quality, compliant service.
• Initiate proposals to improve internal processes and customer experiences.
• Lead training on trade disputes and client inquiries; maintain team morale.

Skills

FX/CFD management

Process management

Customer service

Attention to detail

Education

BS/BA in Finance or Business

Job description

Overview

Class: Full-time AND Permanent

Legal Entity: StoneX Financial Ltd

Report to: VP, Senior Manager Retail – China & Japan

Company Overview

Connecting clients to markets – and talent to opportunity. With 4,500+ employees and over 300,000 commercial, institutional, payments, and retail clients, we operate from more than 70 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors. Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, StoneX Group is made up of four business segments that offer endless potential for progression and growth.

Business Segment Overview

Retail: Empower individual investors – and yourself – in the world of retail through a range of different financial products rooted in innovation and market intelligence. From FX and CFDs to precious metals, master an exciting world of wealth management tools.

Responsibilities

Position Purpose

A Client Management Team Lead will assure the smooth operation of the department when responding to internal and external requests. In addition, you will facilitate a fast-paced and dynamic environment by assisting representatives and delivering solutions focused results. You will also constantly initiate proposals on improving both internal processes and customer experiences through working with different departments.

Primary duties will include

• Oversee all activities of the Client Management Team to make sure the service provide to clients is in good quality and fully compliant
• Initiate proposals on improving both internal processes and customer experiences in order to retain active trading accounts and assist Sales/HNW team to obtain more opportunities
• Conduct training to the team in areas including process of dealing with all sort of trade disputes and client complaints
• Show ability to lead and maintain high team morale at all time
• Provide comprehensive support to our clients and resolve all kinds of incoming enquiries
• Take responsibility in hiring, coaching and motivating the team to achieve outcomes that you have contributed in shaping
• Liaise with colleagues and partners from both internal and external in the most efficient manner to get desired result
• Deliver comprehensive team results to management team

Qualifications

• At least 1 year in FX/CFD industry with experience in management
• Experience of process management
• Experience of customer service
• Strong attention to detail with emphasis on accuracy and timeliness
• Sound knowledge to products we offer

What makes you stand out

• BS/BA Degree preferably in Finance, Business Management/Administration, or an equivalent combination of education, training and experience
• Details oriented and process driven
• Effective conflict resolution and problem-solving skills
• Approachable, flexible, dependable, and result-driven
• Demonstrate a positive and professional image at all times
• Professional working proficiency in Mandarin required for client communication

Working environment

• 4 days in office, 1 day remote

Notice to Recruitment Agencies

Please be advised that any résumé or CV submitted to us without: (i) prior onboarding with StoneX as an approved recruitment partner; and (ii) prior written authorization/instruction from StoneX’s Talent Acquisition Team, will be treated as an unsolicited and unapproved submission.

We may, at our discretion, review and consider such candidates; however, no placement fee, referral fee, or any other form of compensation will be payable to the submitting agency if the candidate is subsequently hired, and regardless of the agency’s involvement.

Submission of a résumé/CV in these circumstances will be deemed acceptance of these terms and these terms supersede any the agency seeks to impose on StoneX.