Job Description

Job Overview:
We are seeking a proactive and detail-oriented Client Support Team Leader to manage and oversee client queries, ensuring timely, accurate, and high-quality responses. The ideal candidate will possess a strong understanding of fixed income products, advanced technical skills, and exceptional communication abilities. This role requires leadership in managing client requirements end-to-end, driving team performance, and ensuring alignment with FactEntry's standards of excellence.
Key Responsibilities:Ensure timely and accurate responses to client questions and issues. Develop strong client relationships by understanding client-specific requirements and expectations. Act as a subject matter expert (SME) in fixed income products, supporting both clients and internal teams. Maintain a comprehensive understanding of fixed income instruments and global market practices. Ensure criticality, accuracy, and timeliness of data delivery to clients. Collaborate with internal teams to enhance data quality and meet SLA requirements. Lead, mentor, and guide the client support team to achieve business goals. Allocate workloads effectively and ensure coverage across shifts and business-critical hours. Foster collaboration across Operations, Product, and Technology teams. Drive process excellence through attention to detail and continuous monitoring. Implement improvements aligned with Lean Six Sigma principles (certification preferred). Support transformation initiatives to enhance efficiency and client satisfaction. Leverage tools such as Excel, SQL, Power BI, and Python for data analysis and client reporting. Identify automation and optimization opportunities to streamline workflows. Adapt quickly to changing client requirements and business demands. Work flexible schedules, including different shifts, extended hours, and availability for client calls as required.

Key Qualifications:Education: Postgraduate degree (or equivalent) in Finance, Accounting, or related field preferred. Experience: Minimum 5+ years in client support, financial services, or fixed income domain. Certifications: Lean Six Sigma (Green Belt or higher) preferred.

Key Skills:Strong communication skills (reading, writing, listening, and speaking). In-depth knowledge of fixed income products. Proficiency in Excel, SQL, Power BI, and Python (preferred). Exceptional attention to detail and accuracy. Strong collaboration and leadership abilities. Ability to adapt quickly, learn fast, and perform under pressure. * Client-first mindset with strong problem-solving skills.