Director for ET and FXT Customer Operations

The Director, Customer Support (FX) is responsible for leading the global D&A FX Operations function, ensuring the endtoend delivery of a stable, resilient, and highquality operational service across D&A FX product suite. The role serves as the central point of accountability for live service performance, customer experience, and operational alignment across Business, Service Delivery, and Technology. This position plays a key leadership role within Global Customer Support, driving operational excellence, client satisfaction, and continuous service improvement across FX.

Key Responsibilities

Live Service Management

• Lead the global FX Customer Support operation, ensuring consistent, highquality service delivery.

• Monitor KPIs, SLAs, and service performance communicate insights, trends, and actions to stakeholders.

• Host regular service reviews across Business, Operations, and Technology.

• Lead major incident management and service communications.

• Build strong crossfunctional relationships to drive effective service outcomes.

Service Quality & Stability

• Drive continuous improvements in resilience, responsiveness, and customer satisfaction.

• Identify serviceaffecting patterns and lead rootcause elimination initiatives.

• Ensure Operational teams are aligned with business priorities and future FX roadmap changes.

• Sponsor or lead operational workstreams across strategic programs and change initiatives.

People & Operations Leadership:

• Lead a distributed team of managers and SMEs supporting complex FX and electronic trading workflows.

• Develop talent through coaching, mentoring, and structured growth opportunities.

• Build a diverse, highperforming team focused on operational excellence and accountability.

CrossFunctional Collaboration

• Work closely with Product, Engineering, Business, Sales, Customer Consulting, and Account Management to deliver a unified customer experience.

• Influence product development through operational insights and customercentric feedback.

• Align on priorities including incident reduction, onboarding quality, and platform stability.

Client & Stakeholder Management

• Act as senior operational escalation point for toptier institutional clients.

• Partner with Strategic Account Management to improve client satisfaction, drive retention, and support revenueenabling initiatives.

Required Skills & Qualifications

• Bachelor's degree or equivalent professional qualification advanced degree (MBA or relevant postgraduate focus) preferred.

• 10+ years of experience in the FX business within major global banks or leading financial markets organizations (including LSEG).

• Minimum 5 years in customer support or service operations, including at least 3 years in a senior leadership role managing large, multidisciplinary teams.

• Demonstrated success in leading, scaling, and optimizing highperforming teams across geographically distributed locations.

• Strong analytical, strategic thinking, and problemsolving abilities, with a track record of effective decisionmaking under pressure.

• Exceptional communication, stakeholder management, and interpersonal skills, with the ability to influence at senior levels.

• Handson experience with customer service technologies, including CRM platforms (preferably Salesforce Service Cloud), ticketing/workflow systems, and related support toolsets.

• Proven ability to manage budgets, optimize operational efficiency, and drive costeffective service delivery.

• Deep understanding of customer experience (CX) frameworks, service excellence standards, and industry best practices.

• Familiarity with AIdriven support tools, automation, and datadriven service improvement methodologies.

• Strong understanding of FX market structure, trading workflows, and endtoend client lifecycle management.

• Experience collaborating with product, technology, and commercial teams to shape strategy, influence roadmaps, and improve customer outcomes.