About the Company
EC Markets is a global trading and financial services firm, committed to delivering a seamless, compliant, and customer-focused experience across all stages of the client lifecycle. We operate in a highly regulated environment and place strong emphasis on operational excellence, governance, product knowledge, and continuous improvement.
About the Role
The Customer Services Manager will own and optimise the end-to-end customer journey, ensuring a high-quality, compliant, and efficient onboarding and servicing experience. This role requires a strong understanding of CFDs (Contracts for Difference) and leveraged trading products, recognising their complexity and the higher likelihood of client queries compared to traditional equities. The successful candidate will act as a subject matter expert across customer processes, CFD products, and regulatory requirements, while building and leading a high-performing team to deliver exceptional service standards. While the Manager must demonstrate strong CFD expertise, the wider customer services team will be supported through structured training to maintain product and regulatory competence.
Responsibilities
Customer & Product Expertise
Develop and maintain a deep understanding of the end-to-end customer onboarding process
Demonstrate strong knowledge of CFDs, leveraged trading products, margin mechanics, and associated risks
Understand client use cases across retail and professional segments
Ensure KYC and regulatory requirements are fully understood and applied in close collaboration with Compliance
Act as the internal subject matter expert on customer processes, service standards, product knowledge, and regulatory best practice
Support the design and delivery of structured product and regulatory training for the wider team
Customer Journey & Process Design
Define, map, and document the end-to-end customer journey across all touchpoints
Identify gaps, inefficiencies, and risks within existing workflows
Design and implement customer service frameworks aligned with regulatory and commercial objectives
Drive continuous improvement initiatives to enhance customer experience, reduce friction, and improve operational efficiency
Team Build & Leadership
Recruit, onboard, and manage a growing customer services team
Establish clear roles, responsibilities, and performance expectations
Provide coaching, training, and ongoing development to team members
Ensure team members are kept up to date with CFD product knowledge and regulatory developments
Build a strong, customer-centric and performance-driven team culture
Complaints & Governance
Design and implement a robust complaints handling framework
Ensure appropriate handling of product-related queries and escalations, particularly those relating to CFDs and leveraged products
Partner closely with Compliance to ensure regulatory alignment and governance standards are met
Ensure complaints are logged, tracked, investigated, resolved, and reported appropriately
Leverage complaint insights to improve processes and reduce operational risk
Performance & Reporting
Define and agree KPIs in collaboration with senior management
Implement performance tracking, reporting, and insight mechanisms
Use data and analysis to drive continuous improvement in customer experience, quality, and efficiency
Qualifications
Strong experience in customer services, customer operations, or onboarding within a regulated financial services environment
Understanding of CFDs, leveraged trading products, and their associated risks and client suitability considerations
In-depth understanding of KYC, AML, and regulatory requirements
Proven ability to design, document, and optimise customer journeys and processes
Experience building and managing teams
Strong stakeholder management and cross-functional collaboration skills
Analytical mindset with experience using data to drive improvements
Required Skills
Experience within a multi-asset trading or fintech environment
Experience building a customer services function from growth stage
Familiarity with CRM systems and customer journey mapping tools
Experience defining and reporting on KPIs at senior management level