Client Services Projects & Automation Manager

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Cyprus.

Who we are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you do at Axi!

The Client Services Projects & Automation Manager will lead, manage, and execute strategic initiatives aimed at improving workflows, automating processes, and enhancing the efficiency and effectiveness of our Client Services (CS) team. This role will serve as a key partner in resolving team challenges, optimizing CRM utilization, and ensuring continuous innovation across CS operations.

Your EDGE assignment/You will:

Project Ownership & Delivery

• Independently plan, lead and deliver CS automation and process improvement projects from start to finish including post-implementation review.
• Ensure that projects are completed on time, within scope, and aligned with team and business objectives.
• Provide structured, weekly progress updates to the Head of CS and other key stakeholders, covering status, risks, blockers, and next steps.

Issue Resolution & Operational Support

• Serve as the first point of contact to troubleshoot any operational bottlenecks or system-related challenges raised by the CS team.
• Investigate root causes and implement permanent, scalable solutions — not temporary workarounds.
• Provide prompt and timely updates to stakeholders on resolution status.

Workflow & Process Optimization

• Conduct ongoing assessments of CS workflows to identify inefficiencies and friction points.
• Recommend and implement improvements that enhance speed, accuracy, and team productivity.

Automation Strategy Implementation

• Design, propose, and roll out automation solutions that meaningfully reduce manual workload and error rates.
• Build a backlog of automation opportunities, maintain progress tracking, and report regularly on outcomes.

CRM & Tool Optimization

• Optimize usage of CRM tools (preferably Salesforce), ensuring agents are enabled with efficient, well-designed workflows to improve productivity and reduce handling time.
• Work closely with system administrators and vendors to scope, test, and deploy enhancements.
• Monitor adoption, provide coaching and training to drive consistent usage.

Cross-functional Collaboration

• Act as a liaison between the CS team and technical teams, translating business needs into clearly defined technical solutions.
• Maintain alignment through regular check-ins and documented agreements.

System Stability & Uptime

• Take ownership to ensure uptime, usability of tools and system responsiveness for CS-critical platforms.
• Proactively address outages, lagging tools, or user complaints, escalating where needed.

Reporting & Impact Tracking

• Ongoing monitoring and establish regular reporting on key performance outcomes (e.g., time savings, error reduction, workflow improvements, satisfaction metrics).
• Provide monthly updates to CS leadership with clear insights and action points.
• Maintain complete and up-to-date documentation for all projects, systems, and processes.

Are you the one?

Qualifications

• Bachelor’s degree in Business, Operations, Information Systems, Finance, or related field.
• Project Management certification (PMP, PRINCE2, Agile/Scrum) is highly desirable.
• Additional certifications in Business Process Management, Automation Tools, or CRM Administration are a plus.

Experience

• 4–7 years of experience in project management, operations, or process improvement within a Fintech, Forex, or Online Trading environment.
• Proven track record in leading cross-functional projects, particularly in fast-paced, regulated, and data-driven industries.
• Demonstrated experience in client services or support operations, with exposure to high-volume, multilingual service environments.
• Solid hands-on experience working with CRM platforms (Salesforce preferred) in optimizing workflows, reporting, and user enablement.
• Familiarity with trading platforms, client onboarding flows, KYC/AML processes, or back-office systems used in financial services is an advantage.
• Experience deploying or working alongside automation technologies (e.g., RPA, scripting, workflow engines, integrations).

Skills

• Strong analytical mindset with the ability to diagnose operational issues and design long-term, scalable solutions.
• Excellent project management skills: planning, prioritization, risk assessment, stakeholder management, and delivery.
• Technical fluency to collaborate with developers, QA, and systems administrators — able to convert business needs into functional specs.
• Comfortable using tools such as Jira, Confluence, Salesforce, Tableau, Power BI, or similar systems for workflow tracking and reporting.
• Outstanding communication and stakeholder engagement skills — able to influence non-technical and technical audiences alike.
• High attention to detail with the ability to operate effectively under pressure in highly regulated industries.

Personal Attributes

• Results-driven with a proactive, ownership mindset.
• Comfortable working independently and driving initiatives with minimal oversight.
• Thrives in dynamic, high-growth, and often ambiguous environments.
• Culturally aware and able to collaborate effectively with globally distributed teams.
• A passion for technology, process efficiency, and client-centric service delivery.

Axi's bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year, 5 paid study leave days per year, and 1 paid volunteer day per year.
• Subsidized local gym membership.
• Health Insurance.
• Hybrid work mode for greater flexibility

Axi's interview journey

• Talent Acquisition Interview (45 minutes)
• Hiring Manager Interview (1 hour)
• Head of Department Interview (30 minutes)

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.