Head of Enablement

IG Limited; Bengaluru; Hybride; INR 4 000 000 - 7 000 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Mentorship opportunities

Volunteering opportunities

Résumé du poste

IG Group in Bengaluru is seeking a Head of Enablement to lead the CX enablement function across regions, driving capacity, knowledge, and quality with a focus on AI-enabled learning and scalable processes.

You will oversee a 10–12 person team, partner with regional heads and product and compliance, and deliver an Enablement roadmap that raises service levels while reducing cost to serve.

Qualifications

• 10–15 years in customer experience or contact centre operations.
• Experience leading enablement across multi-site, multi-region environments.
• Strong analytical and reporting skills to turn data into decisions for senior stakeholders.

Responsabilités

• Lead and develop the Enablement function and team, setting priorities and standards.
• Own a single Enablement strategy and roadmap aligned to the CX operating model.
• Forecasting, capacity planning, scheduling and intraday management across regions.
• Define and report the Enablement scorecard with actionable commentary.
• Oversee global learning and knowledge strategy including onboarding and AI-enabled tools.
• Ensure high QA standards and continuous improvement through coaching and processes.

Connaissances

Analytical skills

Stakeholder management

Leadership

Customer experience

Description du poste

Job Title
Head of Enablement

Job Description

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG – the future gets built here.

Your Team

Our Customer Experience function supports clients around the world across digital, written and voice channels, with teams operating across EMEA and APAC, including London, Krakow and Bangalore. Enablement is the engine behind our customer experience frontline. It makes sure we have the right people in the right place at the right time, that they have the knowledge and skills to resolve client needs first time, and that every interaction is fair, compliant and meets the standard our clients and regulators expect. The enablement team brings together three specialist areas - Workforce Management, Training & Knowledge, and Quality Assurance - and works closely with our regional CX teams, Compliance, Product, Data and our AI and Transformation colleagues.

Your role in the Team’s Success

We are looking for a Head of Enablement to lead this function and make it a genuine source of performance for CX. Reporting to the Head of Customer Experience, you will be a senior leader within CX, working alongside our Regional Heads of CX. You will lead a team of around 10-12 people through three specialist leads: our Head of Workforce Management, Training and Knowledge Manager, and our Quality Assurance Lead. Your remit is two-fold. Day to day, you will drive efficiency across the CX operation - making sure capacity matches demand, agents are ready and supported, and quality is consistently high. Looking further ahead, you will identify and deliver the longer-term opportunities for optimisation, from AI-enabled learning and automated quality assurance to smarter planning for a growing, increasingly digital client base. This is meaningful transformation work, not steady-state management.

What you’ll do

• Lead and develop the Enablement function. Line manage the Head of Workforce Management, the Training and Knowledge Manager and the Quality Assurance Lead, set clear priorities and performance standards, and build a team culture grounded in accuracy, accountability and continuous improvement.
• Own a single Enablement strategy and roadmap aligned to the CX operating model. Balance immediate efficiency gains with longer-term optimisation, and identify where automation, AI and process redesign can lift productivity and reduce cost to serve as our client base grows.
• Be accountable for Workforce Management across all regions and time zones: forecasting, long-term capacity and headcount planning, scheduling and real-time intraday management. Make sure service levels, occupancy, shrinkage and adherence are actively managed, and that product launches, marketing activity and AI deflection are built into our plans.
• Establish a single source of truth for CX performance. Working with Data & Analytics, agree common definitions for service level, productivity and quality metrics across our contact centre platforms and tooling, so that leadership can trust and act on the numbers.
• Oversee our global learning and knowledge strategy, covering onboarding, product knowledge, customer service, compliance and digital tools, delivered through AI-enabled platforms. Make sure new joiners reach proficiency quickly against a clear competency framework, and that our knowledge base is structured, accurate, up to date and usable by both agents and AI assistants.
• Be accountable for the Quality Assurance framework across CX, including evaluation standards, scorecards, sampling and calibration, scaled through AI-assisted tools such as ScoreBuddy. Make sure every interaction meets our standards, and lead root cause analysis where there are consistent discrepancies, feeding findings back through coaching, training and process fixes.
• Partner with the Regional Heads of CX, Product, Compliance, and Technology and any outsourcing partners, making sure CX is ready - trained, staffed and quality-assured - ahead of new products, markets and system changes.
• Define and report the Enablement scorecard, including forecast accuracy, service level attainment, adherence, time to proficiency, knowledge accuracy, QA coverage and calibration, critical error rates, repeat contact and client satisfaction, with commentary and recommendations, not just numbers.

What you'll need

• 10-15 years of experience in customer experience or contact centre operations, including senior leadership of operational support or enablement functions in a multi-site, multi-region environment.
• Hands‑on experience across all three specialisms - Workforce Management, Training & Knowledge Management, and Quality Assurance - so that you can set the standard in each, not just manage it.
• Demonstrable results in improving efficiency and quality together - for example, raising service levels while reducing cost to serve, or shortening time to proficiency for new joiners.
• Strong analytical and reporting skills: you can build methodology that holds up to scrutiny and turn data into clear decisions for senior stakeholders.
• Confident senior stakeholder management, with the credibility to challenge constructively and with evidence, and experience leading managers across geographies and through significant change.
• Desirable: a background in financial services, fintech or trading; experience in an FCA-regulated environment; and experience working with outsourcing partners or delivering AI and digital transformation in customer service.

The Perks

It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 — so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We’ll recognize your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.