Manager - Client Support Services Team

Why Nasdaq

When you work at Nasdaq, you’re working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we’re all valued for our unique perspective.

Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.

Here, we’re committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

What We Offer

This is a permanent full-time role based in Bonifacio Global City, Taguig, following a hybrid work model (at least 2 in-office days per week).

Working hours for this role are from 12:00 PM to 9:00 PM, aligned with global support coverage.

You’ll thrive in an autonomous yet fast-paced environment where results are recognized and every day brings opportunities to learn, grow, and make a global impact.

What You Will Do

We are looking for a dynamic and people-focused Manager to join FinTech Client Support Services Team in Manila. This role is essential to ensuring the smooth day-to-day operations of the team, driving performance through meaningful metrics, and encouraging a culture of continuous development and support.

Team Leadership & Supervision

• Supervise daily operations of the Client Support Services team, ensuring service excellence and operational efficiency.
• Set clear priorities and delegate tasks effectively to meet deadlines and performance targets.
• Monitor team performance against meaningful metrics, lead incident resolution, and handle client concerns with vitality and integrity.

Operational Excellence

• Take full accountability for team outcomes, identifying and implementing process improvements to enhance efficiency and service quality.
• Ensure timely, accurate, and comprehensive reporting of team activities to relevant stakeholders.

Cross-Functional Teamwork

• Coordinate with other departments, management levels, and clients to resolve issues, handle escalations, and support business objectives.
• Actively participate in internal and external projects aligned with organizational strategy.

Communication & Organizational Change

• Ensure the team is advised of updates to company policies, procedures, and operational changes.
• Facilitate awareness and understanding of new products, services, and client portfolios.

Culture & Compliance

• Uphold and promote the organization’s code of conduct and values, maintaining discipline and professionalism within the team.
• Ensure the team has access to and maintains the vital tools and resources to perform effectively.

Talent Development & Retention

• Work with the People Team to recruit, onboard, and retain top talent while fostering a culture of high performance and continuous improvement.
• Empower and develop team members through coaching, recognition, and structured performance reviews.
• Set formal goals for each team member and conduct regular check-ins to assess progress and provide feedback.
• Make informed decisions regarding talent management and career development.

Guidance & Support

• Provide expert guidance and support to team members, peers, and clients as needed, ensuring alignment with business goals and client expectations.

What We Expect

• Degree in Financial Markets, Business Administration, or a related field
• Equivalent professional experience in customer support or client services may be considered
• Proven experience in people management and team leadership
• Ability to translate client feedback into actionable improvements
• Passion for mentoring, coaching, and growing team capabilities
• Ability to cultivate a culture of accountability, collaboration, and continuous improvement
• Prior people management, leadership skills and willingness to develop the team further
• Ability to communicate effectively in a multicultural and global environment
• Excellent English language skills (verbal and written)