Senior Client Experience Manager, FundApps
£70-80k
More information about location
3 days a week in office
Regulatory compliance automation software
Be an early applicant
Regulatory compliance automation software
101-200 employees
Be an early applicant
£70-80k
More information about location
3 days a week in office
101-200 employees
Company mission
FundApps' mission is to help investment managers harness the power of community & technology to automate regulatory compliance.
Role
Who you are
- Proven Leadership: Experience leading a global client support or CX team within a B2B SaaS environment, ideally supporting complex products or services. Demonstrated ability to inspire and guide teams, particularly in a fast-paced and evolving environment
- Technical & Industry Expertise: Proficiency with tools like Zendesk, Intercom, or similar ticketing systems; experience analysing XML files, APIs, and other technical troubleshooting tasks is a plus. Familiarity with asset managers, hedge funds, pension funds, or banks is highly desirable
- Strategic Mindset: A forward-thinking approach to scaling operations while preserving exceptional client experiences. Strong problem-solving and decision-making skills, with a keen eye for identifying process improvements
- Exceptional Communication: Outstanding written and verbal communication skills, with the ability to simplify complex concepts and navigate challenging conversations with empathy and authority
- Data-Driven Approach: Strong analytical skills with experience using data to inform decisions and measure success
What the job involves
- With a client satisfaction rating of 100% and a Net Promoter Score (NPS) of 58, we are proud of the deep trust we’ve earned from our clients. Now, we’re looking for a Senior Client Experience Manager in London to guide, mentor, and scale the team as we continue our journey of growth and innovation
- At FundApps, we’re committed to building a team that’s as exceptional as the clients we serve. Your mission is to oversee a global team of 5 Client Experience Analysts, driving strategic improvements, maintaining operational excellence, and ensuring our clients receive top-tier support
- This role is an exciting opportunity for a dynamic leader ready to shape the future of our CX team and play a key role in scaling our global operations without compromising the personal touch that sets FundApps apart
- Lead and Empower a High-Performing Team: Inspire, mentor, and champion the CX team, ensuring they have the skills, tools, and support to succeed. Oversee day-to-day operations, from client interactions to resolving escalated issues with professionalism and poise
- Drive Strategic Enhancements: Set and execute the vision for the CX team, aligned with Client Services and company goals. Promote self-service and automation, leveraging our Help Centre and AI tools to improve efficiency and satisfaction
- Foster Operational Excellence: Refine client support processes to maintain our industry-leading CSAT scores and operational standards. Ensure that team workflows, tools, and documentation are accurate, effective, and up-to-date
- Improve Client Experience: Partner with Product, Regulatory, and Engineering teams to resolve systemic issues, enhance client experience, and implement product improvements. Work with CSMs to ensure seamless client handoffs for complex matters
- Champion People Processes: Recruit, onboard, and develop talent within the CX team, nurturing a culture of continuous learning and collaboration. Manage performance, provide feedback, and foster team engagement and retention
Salary benchmarks
Our take
FundApps is a Compliance-as-a-Service company, aiming to provide some of the world’s largest asset managers, hedge funds, and investment banks with automated compliance monitoring services.
It aims to solve the three main problems faced by compliance teams: keeping track of international regulation, interpreting it correctly, and accurately aggregating exposure across portfolios. FundApps combines web-based technology, regulatory expertise, market data and the specialist knowledge of its community in order to help financial institutions comply with international regulations.
FundApps differentiates itself through the proprietary technology it uses to accurately capture the latest changes in regulation. Its service monitors more than $17 trillion in assets under management, or about 15% of all global assets, on behalf of clients from all over the world. It is continuing to expand its partnership network, with the Abu Dhabi Investment Authority recently implementing FundApps' compliance suite to monitor its significant sovereign wealth funds.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- 🕐 Work/life balance
- 👶 26 weeks leave for all new parents regardless of gender, location or family structure
- 🎓£1,000 (or equivalent) learning budget each year and unlimited professional development leave
- 🍏 Private medical insurance
- 💚 Wellbeing benefits such as mental health coaching and a Headspace subscription
- 💰 Peer micro-bonuses through Bonusly
- 🚢 25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years
- 🧳 5 Years @ FundApps - additional 4 week paid holiday leave during your 5th year as a FundApper
- ❤️ Unlimited volunteering leave
- 🎁 Birthday off
- 💡 Peer-led ‘Brown-bag lunch’ learning sessions
Company values
- Raise the bar
- Have courage
- Work with purpose
- Be transparent
- Do more with less
Company HQ
Finsbury, London, UK
Articles
Leadership
Andrew Patrick White
(CEO)Previous experience in software engineering, product management, and business development. Former Managing Director at Aquin International.
Diversity, Equity & Inclusion at FundApps
- The mean gender pay gap at FundApps in 2023 was 0.6%. We have achieved this by: Building career pathways with defined competencies and expectations at each level to enable transparent conversations about career growth. Challenging unconscious biases that may creep in at hiring or performance review time. We will continue to train people leaders to interview, assess, give feedback and calibrate talent fairly. Establishing strong partnerships with companies whose values align with ours to support change and underrepresented groups. Reviewing the performance, promotion and pay frameworks, continuously checking for blind spots. Growing our culture with healthy, sustainable principles and practices that make FundApps attractive for women to join and a place to thrive.
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