Trading Services Team Lead

Job Description

Minimum compensation: starting from 10 000 PLN. The final offer will be determined based on the candidate's experience and competencies.

Trading Services Team Lead wanted!

So who are we?

Hello, we’re IG Group. No, not Instagram – we’re a leading FinTech who provides trading services to clients across 18 countries!

LEADING THE FIELD THINKING BIGGER

We’re a global FTSE 250-listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part? We’ve snapped up many awards for our top-class platforms, forward-thinking products, and incredible employee experiences.

We believe in financial freedom. And our purpose is to help ambitious people achieve it. Around 400,000 people use our groundbreaking technology and forward-thinking platforms to trade the financial products they know and love.

Did we mention we have offices in 18 countries? Yes, when you join IG Group, you'll have the chance to work across multiple brands with people all over the world. We work in cross-functional teams, focused on delivering at pace to improve the experience of traders on our platforms. Join us for an exciting future and let’s innovate together!

Your role in the Team

Lead and develop one of IG Group’s customer service teams, ensuring delivery of exceptional support to our customer base, while driving operational excellence and team performance. Combine hands-on customer service delivery with team leadership, serving as the primary escalation point for complex cases and maintaining alignment with departmental objectives and regulatory requirements.

What you’ll do

Team Leadership

• Directly manage and develop a team of Customer Success Associates and Consultants
• Set performance expectations, conduct regular reviews, and monitor individual and team performance against productivity and quality targets
• Create shift patterns and resource allocation to optimise service coverage
• Provide coaching, feedback, and performance improvement support

Operational Excellence & Service Delivery

• Serve as an escalation point for more complex queries before escalation to higher tiers or senior colleagues
• Make autonomous decisions on resolutions, refunds, and policy exceptions within defined authority
• Maintain quality assurance processes and conduct case reviews
• Coordinate with global teams and leaders to deliver the best customer outcomes and optimise escalation pathways
• Report performance metrics and insights to senior leadership

LEADING THE FIELD THINKING BIGGER

Who we’re looking for?

Leadership and Development

Proven ability to motivate and develop high-performing teams Strong coaching and mentoring capabilities Performance management experience including difficult conversations Change management and process improvement leadership

Customer and Operational Excellence

Excellent customer service standards and ability to diffuse emotive situations Ability to identify vulnerable customers or those requiring specialist support Process optimisation and quality management experience Stakeholder management across various teams and levels

Technical and Commercial Acumen

Good understanding of financial markets, trading products, and regulations Strong analytical skills with ability to interpret trading scenarios Commercial awareness and alignment with business objectives Risk management and decision-making authority

While there are many profiles of people who work at IG – across all roles, we’re looking for a few common traits:

• You are curious about our product and the technology that sits behind it.
• You care about our clients, and you are hungry to improve their user experience.
• You are impatient about driving change and willing to deliver at pace.
• You are not afraid of the complexity of financial regulation and want to learn & grow your expertise.
• You are a creative problem solver capable of innovating and thinking big.

We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, join us in raising the bar for our customers and across the trading industry.

What you’ll need

Experience and Skills

Essential

2+ years relevant customer service experience managing in-person and remote team members Proven track record managing performance in KPI-driven environments Demonstrated success in complaint resolution and dispute management good understanding of local consumer rights and financial regulations Fluency in English (written and verbal)

Desirable

Experience with complex financial products or similar regulated industries Knowledge of Intercom, Genesys, or similar customer service platforms Degree-level education (finance, business, or related field preferred)  

How you’ll grow

When you join IG Group, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs and go for the things you dream of. With internal and external learning opportunities, and the tools to help you skyrocket to success, we’ll support you all the way.

And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world’s best trading experience. We’d love to have you along for the ride.

The perks

It really is more than a job. We’ll recognize your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.

Competitive salary & benefits plan:

1. additional day off to celebrate your Birthday 😊
2. additional days off a year for voluntary work Share Plans for Employees Comprehensive global and local onboarding process – to the company and to your role Employee-led LGBTQ+, Women’s, Black and Parents & Carers networks with annual budget for organizing events & projects that foster an open, diverse and inclusive culture LinkedIn Learning platform free access Option to participate and create ESG initiatives based on IG Brighter Future Fund Employee Assistance Program We work in hybrid working model

How you’ll work

We follow a hybrid working model; we reckon it’s the best of both worlds.  This model also feeds into our secret ingredients for innovation: diversity, flexibility, and close connection.

Plus, you’ll be welcomed into a diverse and inclusive workforce with a lot of creative energy.

Ask our employees what their favorite thing is about working at IG, and you’ll hear an echo of ‘our culture’! That’s because you can come to work as your authentic self. The things that make you, you – like your ethnicity, sexual orientation, faith, age, gender identity/expression or physical capacity – can bring a fresh perspective or new skill to our business.

That’s why we welcome people from various walks of life; and anyone who wants to help us realize our vision and strategy by delivering at pace and championing the client in everything we do.

We also think hard about our ways of working as a company. At IG Group, we’ve set out five target behaviours that we expect everyone to strive to achieve in all that we do:

• Lead & Inspire: Leading teams in a way that drives trust, alignment, and enthusiasm;
• Think Big: We focus on the problems that most move the needle of commercial outcomes 
• Champion the client: We always keep the client's needs front of mind and deliver as much value for them in all that we do; 
• Deliver at pace: We work to ensure nothing stands in the way of fast delivery of sustainable growth for our business; and 
• Raise the bar: We raise the bar by taking ownership of outcomes and being accountable for making things better all across IG.