Professional Services Representative - Team Lead

Role & responsibilities

• Act as the primary point of contact for institutional clients, managing complex relationships and ensuring a seamless client experience throughout the engagement lifecycle in the Indian market.
• Address detailed client inquiries related to account management, trade support, funding, asset transfers, statement reconciliation, and corporate actions with promptness and precision.
• Collaborate extensively with cross-functional teams, including trading operations, compliance, technology, and product management, to ensure timely issue resolution and clear communication.
• Facilitate onboarding of new institutional clients in India, leading system walkthroughs, preparing comprehensive training materials, and delivering ongoing post-launch support to ensure operational readiness.
• Lead process optimization and automation initiatives focused on improving the tracking, routing, and resolution of institutional client requests and service workflows.
• Develop and maintain scalable operational frameworks, standardized procedures, and client-facing training materials to drive consistency and excellence across teams.
• Monitor, define, and optimize key performance indicators (KPIs) and service-level agreements (SLAs) to enhance operational efficiency, client onboarding timelines, and service delivery quality.
• Manage and support special initiatives, including client communication campaigns, market research, training sessions, and product testing, adapting to evolving business needs.
• Oversee the setup and expansion of Indian operational capabilities, ensuring alignment with global strategy while tailoring to local regulatory and market requirements.
• Build and nurture robust client relationships to foster long-term partnerships and support sustained business growth in the region.
• Ensure stringent compliance with applicable Indian regulatory frameworks, coordinating with legal and compliance teams to minimize risk.
• Prepare regular operational reports and analytic insights for senior management to drive informed decision-making and continuous improvement.

Preferred candidate profile

• Outstanding written and verbal communication skills with a strong client focus, capable of effectively managing diverse stakeholder relationships.
• Deep understanding of institutional trading operations with familiarity in equities, ETFs, options, or futures, and the ability to apply this knowledge to operational setups and client service.
• Proven analytical and problem-solving skills in dynamic, fast-paced environments, with the ability to develop strategic solutions and make data-driven decisions.
• Proficiency in productivity and collaboration tools such as Microsoft Excel, Jira/Confluence, and CRM platforms to streamline workflows and enhance team efficiency.
• Solid leadership experience including managing teams, process design, and KPI measurement to drive operational excellence.
• Bachelors degree in finance, business, economics, or a related field, with at least 8 years of relevant experience in financial markets or client operations.
• Financial acumen, including budgeting, cost management, and understanding of financial principles relevant to operational management.
• Technical proficiency in areas such as process automation, workflow management, and technology solutions to support operational scalability.
• Strong decision-making capabilities complemented by excellent organizational skills, capacity planning, and risk mitigation strategies.
• Ability to develop and implement operational frameworks, training programs, and process improvements aligned with regional and global standards.