What are the responsibilities and job description for the Workforce Specialist position at StoneX Group?
Overview
Class: Full-time AND Permanent
Legal Entity: StoneX Financial Pty Ltd
Organization: StoneX Financial Pty Ltd
Report to: VP, Senior Manager Retail – China & Japan
Company Overview:
Connecting clients to markets – and talent to opportunity.With 4,500 employees and over 300,000 commercial, institutional, payments, and retail clients, we operate from more than 70 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, StoneX Group is made up of four business segments that offer endless potential for progression and growth.
Business Segment Overview:
Retail: Empower individual investors – and yourself – in the world of retail through a range of different financial products rooted in innovation and market intelligence. From FX and CFDs to precious metals, master an exciting world of wealth management tools.
Responsibilities
Job purpose:
This role is responsible for quality assurance of Chinese Client Facing team to ensure accuracy, compliance, and efficiency in daily operations.
Primary duties will include:
- Review 3 calls, 2 chats and 2 cases each week for each Client Facing team representative and ensure all inquiries are handled properly.
- Streamline workflows and identify inefficiencies to improve operational performance and customer service.
- Manage internal canned responses for Client Facing team. Ensure all canned responses are up to date, useful, and compliant.
- Assist Team managers/leaders with new hires training.
- Responsible for providing analysis of QA to Client Facing team leaders. Analysis is expected to help improve team performance and efficiency.
- Help monitor queues for phone and chatting systems when necessary.
- Develop and manage a repository of FAQs, information update for client facing team (Wiki page).
- Provide calls/chats/emails to Compliance and/or supervisors when requested.
Qualifications
To land this role you will need:
- Native speaker of Mandarin with analytical skills.
- Understanding of operational workflows.
- Experienced user of salesforce, Five9, WeCom for reporting.
- Strong written and oral communication skills. A key requirement is giving timely, useful feedback to management of operation teams to help improve efficiency.
- A client facing role or QA experience in financial service company or operational related experience in FX/CFD industry
- Creative problem solver, professional, honest and a good team player
- Commitment to continuous improvement
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