Customer Service & Back Office Manager

Department: CX Department

Coverage: Global Operations

Reports To: Global Head of CS & Back Office

Employment Type: Full-Time (Rotational Shift)

Operational Coverage: 24/7 Global Operations

1. Position Overview

• The CS & Back Office Manager is responsible for overseeing the day-to-day operations, performance, service quality, workforce coordination, and operational effectiveness of Valetax's Global Customer Service and Back Office functions.
• Reporting directly to the Global Head of CS & Back Office, this role acts as the primary operational bridge between the Global Head, Team Leaders, Customer Service teams, Back Office teams, and other internal departments.
• The Manager is expected to ensure that global operations remain stable, responsive, compliant, properly staffed, and consistently aligned with Valetax's service standards.
• This is a highly operational leadership position requiring strong decision-making, people management, problem-solving, escalation management, and the ability to operate effectively within a fast-paced international brokerage environment.

2. Key Responsibilities :

A. Global CS & Back Office Operations Management -

• Oversee the daily operations of the Global CS & Back Office teams across multiple countries, languages, shifts, and time zones.
• Ensure continuous and effective 24/7 operational coverage.
• Monitor operational workload across all relevant support channels and Back Office functions.
• Ensure sufficient manpower allocation according to workload, peak periods, market activity, campaigns, events, and operational requirements.
• Identify operational bottlenecks and implement immediate corrective actions.
• Ensure pending cases, queues, backlogs, and escalations are actively monitored and resolved.
• Maintain operational continuity during high-volume periods, major market events, system incidents, campaigns, and emergencies.
• Ensure proper handover between shifts, Team Leaders, and operational teams.
• Escalate major operational risks and concerns to the Global Head of CS & BO.

B. Customer Service Operations

Oversee the quality, efficiency, and consistency of customer support delivered through Valetax's available communication channels, including:

• Live Chat
• Support tickets
• Email
• VIP/MIB communication channels
• WhatsApp/Telegram support where applicable
• Internal support and escalation channels

The Manager will:

• Ensure client inquiries are responded to within established service standards.
• Monitor response time, resolution time, queue size, abandoned chats, pending tickets, and other relevant CS KPIs.
• Ensure accurate and consistent information is communicated to clients.
• -Review complex client cases and provide guidance to Team Leaders and CS personnel.
• -Ensure sensitive or high-impact client cases receive appropriate priority.
• -Monitor recurring client complaints and identify potential operational or product issues.
• -Coordinate with relevant departments when cases require further investigation.

C. Back Office Operations -

Oversee Back Office activities to ensure client requests are processed accurately, efficiently, and in accordance with internal procedures.

Responsibilities may include oversight of:

• KYC verification and account verification processes
• Client profile and account-related requests
• Deposit and withdrawal-related inquiries and escalations
• Trading account administration
• Account opening and account maintenance
• Internal client requests
• Documentation verification
• Client account amendments
• Operational and compliance-related checks
• Other Back Office processes assigned to the department

Ensure that Back Office cases are handled within established turnaround times and that pending workloads do not develop into significant operational backlogs.

3. Team Leadership & People Management:

• Provide direct operational leadership to Team Leaders and other designated senior team members.
• Ensure Team Leaders are effectively managing their respective teams, shifts, attendance, workloads, and performance.
• Conduct regular meetings with Team Leaders to review operational performance, challenges, manpower, and priorities.
• Establish clear expectations and accountability across the department.
• Coach and develop Team Leaders to strengthen their leadership and decision-making capabilities.
• Identify performance gaps and coordinate appropriate improvement plans.
• Support disciplinary and performance-management processes where required.
• Promote collaboration between teams, nationalities, shifts, and regions.
• Maintain a professional, respectful, accountable, and supportive working environment.
• Identify high-performing employees and recommend development or succession opportunities.
• Assist the Global Head in building the department's future leadership pipeline.

4. Workforce & Shift Management :

The Manager is responsible for ensuring sufficient operational coverage across Valetax's global support operations

Key responsibilities include:

• Review staffing requirements across shifts and functions.
• Monitor attendance, leave, absences, and manpower shortages.
• Coordinate shift arrangements with Team Leaders.
• Ensure adequate coverage during weekends, public holidays, market events, promotions, and high-volume periods.
• Reallocate manpower when one operational function experiences abnormal workload.
• Identify recurring manpower shortages and recommend recruitment or restructuring where necessary.
• Monitor workload distribution to prevent excessive pressure on individual employees or teams.
• Ensure workforce deployment supports both operational performance and sustainable team productivity.

5. KPI & Performance Management :

Monitor and manage operational performance across CS & Back Office. Relevant metrics may include:

Customer Service

• First Response Time
• Average Response Time
• Average Handling Time
• Resolution Time
• Customer Satisfaction
• Chat abandonment rate
• Ticket backlog
• First Contact Resolution
• Escalation rate

Back Office

• KYC turnaround time
• KYC processing volume
• Pending verification cases
• Backlog size and ageing
• Processing accuracy
• Rejection/error rate
• Request completion time

People Performance

• Attendance
• Productivity
• Quality scores
• Individual/team performance
• Schedule adherence
• Training completion
• Performance improvement progress

The Manager should identify negative trends before they become major operational issues and present recommended actions to the Global Head of CS & BO.

6. Escalation & Incident Management :

Act as a primary escalation point for operational issues that cannot be resolved at Team Leader level.

This includes:

• Complex client complaints
• VIP/MIB escalations
• Trading-related client complaints requiring internal investigation
• Deposit/withdrawal issues
• KYC complications
• System or platform incidents
• Abnormal increases in client inquiries
• Service disruptions
• Internal operational failures
• High-risk or reputationally sensitive client cases

During major incidents, the Manager is expected to:

• Assess the operational impact.
• Inform the Global Head of CS & BO.
• Coordinate Team Leaders and available manpower.
• Obtain verified information from relevant departments.
• Ensure consistent communication is provided to frontline teams.
• Monitor incoming client volume and escalation patterns.
• Maintain records of major cases and developments.
• Provide regular operational updates until the situation is resolved.
• Conduct or support post-incident reviews and identify improvements.

7. Cross-Department Coordination :

Work closely with relevant Valetax departments, including where applicable:

• Dealing
• Risk
• Payments
• IT / Technical Support
• Marketing
• Sales / Business Development
• Product
• Training & Development
• Quality Assurance

The Manager must ensure that information received from other departments is properly understood, documented, and communicated to CS & Back Office teams.

The Manager should also represent CS & Back Office operational concerns during cross-functional discussions when delegated by the Global Head

8. SOP, Process & Knowledge Management :

• Ensure all CS & Back Office personnel follow approved SOPs and internal policies.
• Identify outdated, inefficient, or unclear operational processes.
• Recommend improvements to the Global Head.
• Support the development and maintenance of SOPs, workflows, escalation matrices, templates, and internal guidelines.
• Ensure major operational changes are communicated effectively to Team Leaders and frontline employees.
• Ensure internal knowledge resources remain accurate and accessible.
• Reduce dependency on individual knowledge by strengthening documentation and standardized processes.

9. Quality Assurance & Service Standards :

• Work closely with Team Leaders to maintain high service standards.
• Responsibilities include:
• Monitor recurring quality issues.
• Review QA findings and identify operational patterns.
• Ensure corrective actions are implemented.
• Improve communication consistency across different countries and languages.
• Ensure employees provide accurate, professional, and client-focused responses.
• Address cases involving misinformation, poor handling, unnecessary escalation, or procedural violations.
• Balance service quality with operational efficiency.

10. Reporting & Management Updates :

Provide structured operational reporting to the Global Head of CS & Back Office. Reports may cover:

• Daily operational status
• Weekly/monthly performance
• CS volumes
• KYC/Back Office volumes
• Backlog levels
• SLA performance
• Team performance
• Attendance/manpower
• Major escalations
• Client complaint trends
• Operational incidents
• QA findings
• Training requirements
• Operational risks
• Improvement initiatives

The Manager should not only report numbers but also provide analysis, root causes, operational impact, and recommended actions.

11. Process Improvement & Automation :

• Continuously identify opportunities to improve operational efficiency.
• This may include
• Workflow automation
• Ticket routing improvements
• Chat distribution
• KYC workflow optimization
• Improved escalation processes
• Better internal communication
• Knowledge-base improvements
• AI-assisted customer support
• Reporting automation
• Workforce optimization
• Reduction of repetitive manual tasks

The Manager is expected to actively contribute ideas rather than simply maintain existing processes.

12. Decision-Making Authority :

• The CS & Back Office Manager is expected to independently manage normal day-to-day operational matters within approved policies and authority limits.
• The Manager may make decisions relating to:
• Daily manpower allocation
• Workload prioritization
• Shift operational arrangements
• Case prioritization
• Team Leader instructions
• Internal operational escalation
• Temporary resource reassignment
• Immediate service-recovery actions within approved procedures
• Matters involving significant financial impact, compensation, regulatory concerns, major reputational risk, policy exceptions, major structural changes, or other matters outside delegated authority must be escalated to the Global Head of CS & Back Office or appropriate senior management.

13. Required Qualifications :

• Education - Bachelor's degree in Business Administration, Management, Finance, Customer Experience, Operations, or a related field is preferred.
• Equivalent professional experience may be considered.
• Preferably: 5+ years of experience in Customer Service, Customer Operations, Back Office, or related operational roles.
• 2–3+ years of management or senior leadership experience.
• Experience managing large or geographically distributed teams.
• Experience within forex, CFD, brokerage, fintech, banking, payments, or financial services is highly preferred.
• Experience working within 24/7 operational environments is advantageous.

14. Required Skills & Competencies :

• The successful candidate should demonstrate strong capability in:
• People management
• Operational leadership
• Customer service management
• Back Office operations
• Escalation management
• Workforce planning
• KPI management
• Data analysis
• Problem-solving
• Decision-making
• Conflict management
• Incident management
• Process improvement
• Cross-functional collaboration
• Written and verbal communication
• Coaching and employee development
• Prioritization
• Time management

The candidate must be comfortable managing multiple urgent priorities simultaneously.

15. Leadership Expectations :

This position requires more than administrative management. The CS & Back Office Manager is expected to:

• Take ownership instead of waiting for instructions.
• Anticipate problems before they escalate.
• Remain calm during operational pressure.
• Make decisions based on facts and operational priorities.
• Protect both the client experience and the company's interests.
• Support Team Leaders without unnecessarily taking over their responsibilities.
• Hold people accountable fairly and consistently.
• Communicate transparently with the Global Head.
• Bring solutions together with problems.
• Maintain confidentiality and professional judgment.
• Build trust across different cultures and nationalities.
• Be visible and accessible to the operational teams.
• The Manager must transform strategic direction from the Global Head of CS & Back Office into effective daily execution across the department.