HEAD OF CLIENT SERVICES, AMERICAS

The Head of Client Services, Americas, oversees the regional BCAS and TCAS teams dedicated to delivering exceptional business and technical client service. The role focuses on managing the teams’ efforts to address and resolve client inquiries, incidents, and technical challenges within 360T. This individual ensures that clients receive timely, accurate, and high-quality service while fostering strong relationships. The ideal candidate brings incident management experience, technical expertise, business acumen, and strong leadership skills. As 360T operates a 24/7 global support model, including weekends, this role requires a flexible mindset and occasional weekend availability to ensure seamless client coverage and continuity across time zones in a true follow-the-sun approach. Your Responsibilities Serve as the primary point of contact for all client service and technical issues Lead and develop a team of client service professionals, providing tools, training, and support necessary to deliver superior client service Ensure timely and effective resolution of client issues, working closely with business and technical teams Handle escalations, client issues, trade issues, and troubleshoot timeouts with a focus on managing sensitive clients and expectations Manage high-profile cases, ensuring responses are in line with company processes, identifying opportunities for improvement, and encouraging efficient troubleshooting Lead and manage high-priority and critical incidents, coordinating with relevant teams and stakeholders to ensure quick resolution and service restoration Act as a bridge between local and global teams, promoting collaboration, strong communication, and ensuring that issues are properly addressed to prevent recurring incidents Ensure seamless follow-the-sun support by coordinating effectively with global client service teams to maintain 24/7 coverage Partner with Sales to ensure a best‑in‑class client engagement and service model As team lead, provide a clear understanding of what CAS stands for and how integral it is to the wider team Demonstrate expertise in risk and queue management, optimizing workflows during high issue ticket count days Create and update processes to ensure team members follow current, tested procedures, preventing incorrect incident handling Develop and implement best practices for client service to improve efficiency and customer satisfaction Build and maintain strong, long‑term relationships with clients, understanding their business objectives and needs Monitor client health and satisfaction, identifying risks and potential issues before they escalate Proactively identify opportunities to enhance client satisfaction and provide value‑added services Track key performance indicators (KPIs) for team performance and client satisfaction Provide regular reports on service delivery, client feedback, and any technical challenges or escalations to senior management Analyze trends in client inquiries and issues to identify areas for improvement and process optimization Continuously evaluate and optimize client service workflows to improve efficiency and reduce response times Conduct regular performance reviews, provide feedback, and mentor team members for career development Your Profile 5+ years of experience in client service or incident management with at least 2+ years in a leadership role, ideally in a fintech or financial services environment Proven experience successfully managing both technical and non‑technical client service teams. Strong leadership and team management skills Excellent communication skills, with the ability to interact with clients, internal teams, and senior management Strong problem‑solving abilities and the capacity to manage complex client issues Deep understanding of client relationship management and ability to maintain and grow client satisfaction. Ability to manage multiple priorities in a fast‑paced environment Analytical mindset with the ability to report on performance, track KPIs, and recommend improvements Strong understanding of APIs and fintech technologies, enabling effective troubleshooting of issues Comfortable using CRM tools (Salesforce), Confluence, and Jira Self‑starter that takes the initiative Key Attributes Customer‑Centric: A strong focus on client satisfaction and the ability to anticipate and exceed client expectations Collaborative: Ability to work cross‑functionally with different teams including sales, product, and engineering Adaptability: Comfortable working in a fast‑paced, dynamic environment with evolving products and client demands Problem‑Solver: Skilled at diagnosing issues quickly and implementing effective solutions to complex technical and business problems Our Offer Clear career concept Robust benefit package, including 401(k) employer match Paid time off 360T Academy A highly motivated and skilled multinational team A central and modern workplace with high development potential in Manhattan Performance appraisals on a regular base The base salary range for this position is between USD 140,000 and USD 185,000. The final base salary for this role will be based on the individual's geographical location, experience, and qualifications. The position is based in New York City and available immediately. 360 Trading Networks Inc. is committed to building an inclusive and diverse culture where every person is seen, heard, and valued. We are proud to be an equal opportunity employer and welcome employees and applicants from all backgrounds, without regard to race, color, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity, nonbinary or nonconforming status, and trans identity), age, height, weight, physical or mental disabilities, citizenship, marital, parental or familial status, past, current or prospective service in the uniformed services, or any other characteristic protected under applicable law. We also provide reasonable accommodations to individuals with disabilities as required by law. E-Verify Statement 360 Trading Network Inc participates in E‑verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I‑9 to confirm work authorization. Please note that we do not use this information to pre‑screen job applicants. E-Verify Notice Right to Work Notice If your background and qualifications meet these specifications, please forward your application/resume including your salary expectation and earliest starting date by clicking the “Apply” button. Contact People Team Americas Send email 521 Fifth Avenue38th FloorNew York, NY 10175 360T is one of the globally leading trading platforms for Foreign Exchange (FX). As Deutsche Börse Group’s powerhouse for FX, 360T provides a web‑based trading technology for over‑the‑counter (OTC) instruments, integration solutions and related services. Since its inception in 2000, the company has developed and maintained a state‑of‑the‑art multi‑bank portal for foreign exchange, crypto, cash and money market products. With over 2,900 Buy‑Side customers and more than 200 liquidity providers across 75 different countries, 360T is uniquely positioned to connect the global FX industry. Headquartered in Frankfurt am Main, Germany, 360T maintains subsidiaries in London (360 Trading Networks UK Limited), New York (360 Trading Networks Inc), Singapore (360T Asia Pacific Pte. Ltd.), Mumbai (ThreeSixty Trading Networks (India) Pvt Ltd), Kuala Lumpur (360 Trading Networks Sdn Bhd) and Dubai (360 Trading Networks (DIFC) Limited). #J-18808-Ljbffr