Coinbase9 дней назад
Associate Manager, Premium & Wealth
Зарплата не указана
Hybrid - London
Обязанности
- 01Own operational performance for your vertical, including SLA attainment, CSAT, QA scores, backlog health, repeat contacts, and complaint rates, using data and trend analysis to drive measurable improvements
- 02Lead, coach, and develop a team of Specialists, setting clear expectations through regular 1:1s, performance reviews, and building a pipeline of future leaders
- 03Drive a high-touch support model centered on trusted 1:1 customer relationships, deep specialist knowledge, and end-to-end case ownership that minimizes handoffs for complex trading, account, and funding issues
- 04Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to ensure workflows, escalations, and coverage models meet regulatory expectations
- 05Execute real-time staffing, routing, and escalation decisions during market events, incidents, or volume spikes to protect customer outcomes across channels and time zones
- 06Build process improvements by converting customer feedback, defects, and root causes into SOP, tooling, and policy changes in partnership with Product, Analytics, QA, and Learning and Development
Требования
- 017+ years in financial services, fintech, wealth management, premium banking, or trading operations, with direct experience servicing HNW, UHNW, or VIP customer segments
- 025+ years of people leadership in an operations or support environment, with a proven track record of managing senior specialists or team leads and improving performance across service quality, efficiency, and customer satisfaction
- 03Demonstrated familiarity with financial markets and trading products, including derivatives, and a clear understanding of the distinction between support and advice in a regulated environment
- 04Experience operating in a regulated financial services environment and partnering with Compliance, Legal, Risk, and Complaints functions, with the ability to navigate jurisdiction-specific servicing, escalation, and complaints-handling expectations
- 05Holds, or is willing and able to obtain within a defined timeframe, an appropriate UK wealth or securities qualification recognized by the FCA (e.g., CISI Level 4 Investment Advice Diploma or equivalent)
- 06Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
Условия
- 01The target annual base salary for this position can range as detailed below
- 02Annual base salary range (excluding equity and bonus): £71,600 — £71,600 GBP
- 03Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision)
- 04Coinbase is a remote-first, but not remote-only company
- 05Expect to get together quarterly for intense in-person working sessions called “surges”