Support Manager

Position Overview

The Support Manager is responsible for leading and managing the client support function, ensuring exceptional service delivery across all client interactions. This role oversees team performance, operational efficiency, and compliance with regulatory standards.

Key Responsibilities

• Lead and manage the client support team to deliver high-quality service to clients
• Develop and implement support strategies, policies, and procedures aligned with company objectives
• Oversee client issue resolution, including escalated, platform, and account related matters
• Monitor and improve service performance metrics and client satisfaction levels
• Ensure compliance with regulatory requirements, AML/KYC standards, and internal controls
• Collaborate with compliance, dealing, finance, and IT teams to ensure seamless operations
• Prepare management reports on support performance, risks, and client feedback
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