Job Description

Job Title Head of Customer Service Delivery


Join the game changers

Take this opportunity to be a senior leader within one of the most exciting, challenging, evolving and dynamic teams in IG.

As the Head of Client Services Delivery, you will be leading the way on how we design and shape the way we service our global client base in order to champion the client.

This new role has been created as part of a wider client center transformation project to ensure that IG has industry leading client service including upgrading our contact center and wider servicing technology. You will be responsible for the daily running of the contact center delivering exceptional service to achieve our SLAs and Service Objectives through personalized, lively and efficient service to our diverse client base.

Who we are:


We've been at the forefront of trading innovation since 1974, taking on the challenge to deliver an unmatched experience for our clients and raise the bar for tomorrow's opportunities.



Today, we're a global fintech company incorporating the IG, tastytrade, IG Prime, Spectrum and DailyFX brands, with a presence in 20 countries across five continents and over 400 000 active clients worldwide.



But we know our success is only possible because of our people, who we encourage and empower to be brave, determined and inventive.



Join us if you'd like to work in an inclusive, collaborative team that will recognize your talent and allow it to shine.

Where you'll work :

As part of our hybrid working environment, you'll split your time between home and the office. In this way, you'll be able to enjoy a better work-life balance and always bring your best self to your role.

At the office, you'll have access to everything you'd expect from a world-class employer, such as a modern working environment, agile spaces, private quiet rooms and breakout areas. Plus, all our offices are located in iconic city centres, close to everything you might need for a rewarding working experience.

We are looking for applicants that are interested in joining our team in Bangalore, India.

How you'll grow:

Your personal and professional development are important to us.
As a company that's constantly redefining the boundaries of possibility, we'll challenge you to push yourself, accelerate your ambitions and rise to new levels of excellence.

We know that's a big ask, so we'll make sure that you're supported all the way, getting the backing you need and the recognition you deserve. If you connect with our vision and can get behind it, you'll be rewarded with countless opportunities to experience new things and enhance your abilities.

We strive to create an environment that promotes and encourages innovation, collaboration and growth, while always prioritizing the importance of our teams mental health and wellbeing.

This is a world wind team and department to be a part of, operating at levels exceeding all expectations. The growth provided and experiences gained will be invaluable and fully transferrable into all future career endeavors.

What you'll get :

As well as having the chance to attend regular social events and join special-interest groups, you get an attractive selection of benefits working with IG:

• Matched giving for your fundraising activity
• Flexible working hours and work-from-home opportunities
• Performance-related bonuses
• Pension, insurance and medical plans
• Career-focused technical and leadership training
• Contribution to gym memberships and more
• A day off on your birthday
• Two days' volunteering leave per year

You're upbeat and enthusiastic, and you have an open mind and a curious, can-do attitude. You, like us, understand the importance of collaboration and are driven to be the best in what you do. You embody our three core values - to champion the client, learn fast together and raise the bar. You want to be part of a proudly carbon-neutral company that will prioritize your well being and that of the world around you, helping to create a brighter future for all.

A company that embraces diversity and welcomes everyone with respect, regardless of race, age, sexual orientation, gender, identification, faith or culture.
If you're inspired by our way of working and can bring something new to our team of top-notch people, then you'll find a home here.

We are looking for:

• 4-5 years experience of running a multinational omni-channel contact center
• Extensive experience in personalized servicing provision
• Experience in reviewing and signing off Workforce Management planning including planning for additional resource requirements and recruitment
• Team management and leadership experience including exceptional performance management
• A passion for service excellence with a proven track record of achieving service objectives
• A previous background within Financial Services is highly desirable
• Experience in Quality Management moderation is preferred
• Essential skills we are looking for:
• Strong, demonstrable and situational leadership skills, with excellent interpersonal and communication skills
• Outstanding communication skills across all levels of the organization and with key stakeholders
• Passion to provide exceptional client service on a global scale
• Strong data analytical skills to drive key servicing decisions
• Good knowledge of service requirements within highly regulated environments
• Ability to make and enforce quick, decisive and proactive actions when necessary
• A logical and analytical approach, while being able to make quick and binding decisions
• Strong operational mindset with passion for detail and improvement

From the team:
We are constantly looking for tenacious, motivated, curious, eager and open minded people to join our team and help us maintain our industry leadership. We recruit based on excellence and fully believe that diversity is vital to our success.

"Come and join one of the most exciting, challenging and talented teams within IG. Everyday we champion the client through continuously improving our client service to ensure we maintain our competitive edge. No two days are the same at IG which means we are continuously learning and developing in our careers." Peter Tubb, Global Head of Trading Services

Number of openings Multiple