About Saxo

Founded in 1992, Saxo is a global investment bank, headquartered in Copenhagen. We provide our clients with multi-asset execution & custody services, prime brokerage, and trading technology. Saxo offers fully digitised solutions for self-trading and advisory clients, along with discretionary wealth management capabilities for fund managers and asset managers and is at the forefront of innovation. Technology is at the heart of our business and it is committed to “democratise trading” and to make markets more efficient through innovation.

Saxo has a cross-asset platform that provides access to trade across FX, FX Options, Futures, Stock Options, Stocks, Bonds, CFD’s, Indices, etc, with one single account. Our clients include Banks & Brokers, Fund Managers, Private Banks, Corporates, Investment Managers and Family Offices, HNW and retail clients.

Global Client Service team is anchored in a Global Commercial organization. Our primary mission is to deliver an exceptional digital client experience—providing a connected trading and investing environment driven by continuous client engagement. By understanding individual client needs, we enable tailored interactions, informed decision-making, and proactive service across all touchpoints and channels.

Client Service (CS) service all client types from direct retail to institutional. We are the first point of contact for most clients, assisting clients with a broad array of queries from trading to funding-related questions.  We also support and collaborate with many teams throughout the organisation including Global Command Centre (GCC), Global Sales Trading (GST), Electronic Trading, Legal, Compliance, and all Operations teams.

This role will be based in Tokyo, working closely with the CS team based in Singapore, India and Headquarters, to support the business in APAC.

Responsibilities:

• The Team Lead drives the performance and develops Growth mindset and positive behaviour of the Team.

• Ensure the Team executes the client work, and prioritization in accordance to the KPI mandates and Saxo Bank Values complying with compliance rules and regulations with understanding of risk management.

• Monitor service channels and service levels. Ensure the service channels are managed appropriately on ongoing basis (calls, chats, cases, social media channels and complaints), knowing and using the reports/numbers to drive performance

• Tracks and reviews the team and individual team members through Saxo leadership tools

• Handle complaints, escalations and responses on social media/review sites

• Provide training and updates to Client Services team, operationalizing the processes within the team

• Quality control of the team with adherence to global processes and work instructions

• Understand client needs, maintain product, platform and service process knowledge, and able to use trading platform and client tools proficiently

• Overall responsible for maintaining the Support Centre, Internal Knowledge Base and Chat bot(s) in cooperation with the Head of Client Service and Service Process Managers in Headquarter.

KPI mandates

• Ensure that the Team meets the global Key Performance Indicators

• No. of interactions

• Availability, Duration and Call-Handle Ratio

• First time right strategy

• Chat bot request success

• Case management SLA

• Client satisfaction and NPS goals

• Ensure Team is working by strategy for case management prioritized by client segmentation then FIFO for all work, unless specified differently

• Logging quality for cases/calls/chats on correct subject, and tagging for knowledge creation

• Depending on the size of the team, be able to handle client interactions yourself

• Diligently mange workload on client work and digitalization work

• Ad hoc projects

Team development mandates

• Manage and develop a team of Client Service associates

• Management cycle and Saxo leadership tools adherence Monitor to ensure that service is according to quality standard

• Satisfactory Engagement survey (on or above company average)

• Ensures local customs are carried through in Client Service

Requirements:

• Bachelor’s degree or above with min. 5 years of relevant working experience in financial service sector

• A sound understanding of asset classes (stocks, CFDs, FX, options, futures, bonds, mutual funds)

• Broad understanding of value chain processes from KYC, trading and post trade services

• Strong understanding of client service, including digital service

• Strong organizational skills, able to prioritise tasks and time based on the given KPI and objectives

• Enjoy engaging with clients and colleagues

• Compliant with regulations, work processes and procedures

• Knowledge of Japan financial market is a plus

• Native Japanese with business proficiency to speak and write in English.

• JSDA Sales Representative Class - 1 certification highly desired

• Able to work on scheduled public holidays and scheduled shift hours if needed

We get curious people invested in the world
 

When you work at Saxo, you become a Saxonian and part of a purpose-driven organisation, where good ideas are always taken seriously, and where you can make a true impact. We are invested in your development, and you can expect a robust career from day one when you join Saxo – no matter which role you take on.
 

You will join 2,500 other ambitious colleagues across 15 countries and become part of an international organisation. Working in Saxo, you will get to meet colleagues from many different cultures and backgrounds, and you should know that we value diversity and inclusion and see it as a genuine source of strength to drive growth, foster innovation and position us for long-term success. 
 
We encourage an open feedback culture and supportive team environments enabling employees to grow and fulfil their career aspirations.  

When you bring passion, curiosity, drive and team spirit, your learning journey will be dynamic and your career opportunities in Saxo will be immense.

At Saxo we don’t just offer a job – we offer an opportunity to invest in your future!  

How to apply :

Click here to create an account and upload your resume and a short motivation. We look forward to getting to know you better!