Digital Servicing Business Lead

May 20, 2024

Digital Servicing Business Lead

Job description

Our client is currently looking for a Digital Servicing Business Lead (Knowledge Management).

As Digital Servicing Business Lead, you will establish and align the team to achieve company’s service objective by setting the vision, strategy, and processes around content, real-time messaging, internal knowledge, and conversational AI.

Your role in the team

Our future content must be personalised to the individual client based on a number of factors including client value, query type, channel preference, previous query experience and be effective at achieving and increasing digital first-time resolution and maximising client satisfaction. As Digital Servicing Business Lead, you will form part of the Trading Services Leadership team, focusing on delivering the best client experience through personalised, self-service content to both clients and client facing teams. This will be achieved by leading a high-performance Knowledge Management team, guiding the team to optimise Knowledge Management software (Shelf). The team will be responsible for the collation of all product and platform knowledge, create client content, create scripts for the chatbots and manage Help & Support for both client and internal use.

What you’ll do

Knowledge management is a critical element of the company’s Client Services future vision to achieve the new Service Objective aligned to strategic drivers. Key tasks include:

  • Personalising our support content to cater for our clients’ needs and trading experience
  • Anticipating clients’ needs through proactive and effortless support
  • Supporting our clients during new product launches with effective support and education content
  • Enable business growth by scaling our support through digital service and channel shifting

What you’ll need for the role

  • Previous experience using Shelf Knowledge AI is preferred
  • Any Financial Software operational implementation or configuration is preferred
  • Previous experience working within Financial Services is preferred
  • Strong Operational Leader: previous experience of successfully working in a cross-function, cross-location leadership position
  • Have the understanding or experience of dealing with multiple business areas to deliver success
  • Strong analytical skills, with proven ability to adapt systems to measure relevant data effectively, and interpret and analyse this data to inform decisions
  • Strong written and verbal communication skills, and attention to detail
  • Genuinely demonstrate our values – champion the client, learn fast, and raise the bar

Who we’re looking for:

You’re curious about things like the client experience, the rapid developments in tech, and the complex world of fintech regulation. You’re also a confident, creative thinker with a knack for innovating. We know that you know every problem has a solution. Here, you can try new ideas, and lead the way in creating inspiring experiences for our clients and everyone around you. We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that energy and you can stand behind what we believe in, let’s raise the bar together.

How you’ll grow

When you join us, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs and go for the things you dream of. With internal and external learning opportunities, and the tools to help you skyrocket to success, we’ll support you all the way. And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world’s best trading experience. We’d love to have you along for the ride.

Where you’ll work

We follow a hybrid working model; we reckon it’s the best of both worlds. This model also feeds into our secret ingredients for innovation: diversity, flexibility, and close connection. Plus, you’ll be welcomed into a diverse and inclusive workforce with a lot of creative energy. Ask our employees what their favourite thing is about working with us, and you’ll hear an echo of ‘our culture’! That’s because you can come to work as your authentic self. The things that make you, you – like your ethnicity, sexual orientation, faith, age, gender identity/expression or physical capacity – can bring a fresh perspective or new skill to our business. That’s why we welcome people from various walks of life; and anyone who wants to help us realise our vision and strategy. So, if you’re keen to connect with our values, and lead the charge on innovation, you know what to do.

If you think you are the right person for this job, please contact Katarzyna Wojtala at

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