Head of Customer Experience & Operations- Trading & Market Data

See yourself being part of a large, transformational change? This could be the role for you!

At Iress, we make things happen 

We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world’s most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia’s largest technology companies and employs people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

Build your career at Iress! 
 

The Head of Customer Experience and Operations will lead the Support and Implementation teams for the South African Trading and Market Data business, ensuring exceptional customer service and seamless operational delivery. This role is pivotal in driving a high-performance, customer-first culture, enhancing service levels, and strengthening relationships with key stakeholders. 
The ideal candidate is a dynamic leader with deep expertise in financial markets (specifically Equities and Derivatives), front-office customer engagement, and trading systems. They will be responsible for optimising customer interactions, ensuring efficient issue resolution, and collaborating across teams to enhance overall service delivery. Success in this role requires outstanding communication skills, strategic problem-solving abilities, and a relentless commitment to elevating the customer experience.
 

Some of the awesome things you’ll be involved with:

• Lead and manage the support and implementation teams to ensure the successful deployment and maintenance of trading and market data applications.

• Develop and implement operational strategies that optimise efficiency and enhance customer satisfaction across support and implementation.

• Oversee the resolution of complex technical and functional issues, ensuring timely and effective solutions are provided to customers.

• Collaborate with product development and quality assurance teams to identify and address recurring technical issues.

• Coordinate with the product development team to prioritise and manage software updates, enhancements, and bug fixes.

• Analyse support & implementation metrics and KPIs to monitor performance, identify trends, and implement improvements.

• Develop and maintain strong relationships with key stakeholders, including customers, vendors, and internal teams, while fostering a culture of continuous improvement to enhance collaboration and drive ongoing value.

• Ensure compliance with industry regulations and company policies in all operational activities.

• Drive continuous improvement initiatives to enhance service delivery, reduce costs, and increase operational efficiency.

• Provide regular reports to senior leadership on operational performance, challenges, and strategic initiatives.

• Foster a high-performance culture within the support and implementation teams respectively, promoting collaboration, innovation, performance and professional development.

Leadership responsibilities 

• Recruit, interview and select suitable candidates for open positions in your team

• Onboard new starters

• Manage the performance of team members

• Set and monitor team objectives and Key Results

• Provide continuous learning and development opportunities to team members

• Ensure team members are engaged and motivated

What you will bring?

Qualifications and Certifications 

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field

• Certifications in project management or IT service management (e.g., ITIL) are preferred.

• Minimum of 5 years  experience in trading systems, market data applications, or related fintech industries.

Professional Skills and Competencies

• Operations Management: Manages operations to deliver services that meet customer and business needs. Experience in process improvement and efficiency optimisation.

• Service Level Management : Ensures that agreed service levels are met and maintained. Ability to understand and anticipate customer needs and deliver exceptional service.

• Problem Management : Investigates and resolves complex problems, ensuring that data is properly documented and communicated.

• Project Management: Manages projects to deliver defined objectives and outcomes.

• Communication : Communicates effectively with stakeholders at all levels, ensuring clear and concise information exchange.

• Strategic Thinking: Develops and implements long-term strategies that align with business objectives.

• Analytical Thinking: Analyses complex issues, identifies trends, and develops effective solutions.

• Customer Focus: Demonstrates a commitment to providing excellent  customer service and support to customers. Ability to handle customer complaints and issues effectively.

• Collaboration: Works effectively with cross-functional teams to achieve common goals

• Technical Proficiency: Familiarity with relevant software and technology used in customer service and implementation. Ability to leverage technology to improve operations and customer service.

• Organisational Skills: Strong organisational skills and meticulous attention to detail. Ability to manage multiple projects and priorities simultaneously.

People Leadership Competencies 

• Coaches others to find solutions to problems

• Establishes connections with team members

• Supports the development and growth of team members

• Communicates effectively with team members and across teams/departments

• Values diversity and creates inclusive team environment

• Remains calm and guides team members through change

• Makes decisions effectively and timeously

• Holds team members accountable to meet performance standards

• Empowers team members to think creatively and follow through on innovative ideas

• Creates a clear strategy for achieving team goals and aligning team members to team objectives

• Understands challenges in the team and has the technical knowledge to guide and remove barriers

• Builds capability and skills within the team  

Why work with us?
 

Join us in shaping the future of financial services in Southern Africa. 

Our mission is to provide locally relevant technology, backed by exceptional service and support, empowering our clients in trading, market data, advice, and investment management to deliver their best.

If you’re passionate about financial technology and excited to create solutions that drive the future of the industry, this is the place for you. We’re seeking innovative problem-solvers who are eager to grow their skills and capabilities. If you're driven by delivering outstanding service, thrive in a collaborative environment, and want to make a real impact, you’ll find a fulfilling career with us.

Our culture is rooted in values of going beyond, acting smart, and winning together, with adaptability, accountability, and inclusivity at the heart of everything we do. We offer industry-leading benefits that support you at every stage of life, including long weekends, flexible working, generous parental leave, and a connected team culture.

We’re excited to build the future of fintech—come be a part of it!
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Employment TypeEmployee

Time TypeFull time