Advanced relocation package
About Exness
Exness is a multi-asset broker with an international team of approximately 1,800 people, a third of whom work in the Technology, Data and Security offices. Our goal in Exness is to develop exceptional products that will help experienced traders to trade various assets with better-than-market conditions.
Since our founding in 2008, we work with the firm belief that trading can - and should - be ethical. And so we developed proprietary algorithms and services to give our clients the most effective trading tools and conditions in the industry. Ambitious business goals balanced by genuine care for our customers and a healthy level of technical perfectionism define our model. And thanks to this approach, in 2022, our monthly trading volume reached $2.7 trillion, and the number of active users exceeded 320,000 people worldwide.
Our chosen path encourages employees to deepen their technical expertise, rely on scientific methods, and seek innovative solutions. We work on a modern stack without having to deal with excess legacy, and our architecture stands on k8s, PostgreSQL, Redis, Kafka, REST or gRPC as an alternative. We use the GitOps through Gitlab CI approach and cover everything with automated integration testing. Some of our teams' favorites are ClickHouse, MongoDB, React, and Flink.
Our clusters are automatically managed through the code and can handle thousands of events per second. We use Kafka to decentralize our service, and the main languages our tech team uses are Python and Go while in the Trading Core, we also use C++ and C#.
For the front-end, we use React, and most of the projects are TypeScript SPAs using technologies such as Web-sockets, Service Worker, PWA, Web-push, AB-testing, and Webpack Federation.
The people we’ve brought together come from many different countries with vast experience from leading IT companies. Although some of them work remotely, our main development office is located in Limassol, Cyprus. Any colleague who wants to relocate to Cyprus, whether alone or with family, will be provided with exceptional support, including a corporate MINI Countryman and financial allowance for private schools and kindergartens.
Our teams are constantly expanding and we’re always seeking the best talent to join us in providing the best possible trading experience to our clients. So check out the many exciting vacancies we have on our career website.
Position
The CX Transformation Senior Programme Manager will create from scratch the framework, management, and project solutions for a range of new Customer Experience initiatives being defined for Exness. These initiatives will cut across a range of interconnecting areas including; CRM (Salesforce), CCaaS / Contact Centre (Voice, CTI, WFM, QM), Speech & Data Analytics, AI / NLP / NBA, Customer Feedback, VoC, and more.
The role holder will build the framework for the individual projects within an overarching CX Transformation Programme, which they will stay on top of, continually driving the highest output quality, structured in a way Exness can use them as standards for all our CX services and initiatives as we scale. S(he) is a trusted leader who continually provides quick analysis, updates, frameworks, business cases, and implementation plans for numerous strategic requests, ensuring they are fully delivered optimally.
This role will regularly interact with CX & Tech Product Teams, Heads of Support, Marketing, Data, Technology, Payments, and other departments as required, so strong collaboration & interaction skills and stakeholder management are key. The ability to understand Exness' methodology and approach for creating work requests, and capturing our standard systems, platforms, and approaches is key, whilst being bold enough to identify improvements in the process for the best way to deliver multiple concurrent projects.
You will:
- Build frameworks and business cases for executive leadership
- Make business recommendations to the leadership based on analysis in a structured and impactful way
- Create well defined executive presentations
- Provide quick turnaround implementation of strategic requests
- Coordinate internal resources and third parties/vendors for the flawless execution of projects 6. Ensure that all projects are delivered on-time, within scope and within budget
- Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
- Ensure resource availability via capacity planning and proper allocation via skill sets and competencies
- Develop a detailed programme plan to monitor and track progress in the most effective and efficient ways
- Manage changes to project scope, project schedule and project costs using appropriate verification techniques
- Measure programme & project performance using appropriate tools & techniques, and maintain comprehensive project documentation
- Update and manage the relationship with all stakeholders
- Perform risk management to minimize project risks
Your qualification
- Solid knowledge in project & programme management through both related theory, best practices, and practical execution of complex cross-functional projects
- Solid organisational skills including attention to detail and multitasking skills
- Solid experience in communicating project plans, progress, and results to all levels of management (projects communications best practices)
- Experience in using project tools, platforms, documentation templates, reporting business reviews, etc. for a large global team
- Management consulting team experience, plus understanding of the principles of best practice Customer Service & Experience are helpful attributes to have
- Any formal Project / Programme Management Professional certification is preferred
- Bachelor's Degree or MBA in appropriate field of study or equivalent work experience
- Experience creating cost models, developing and tracking budgets and financial performance is a plus
Soft skills:
- Excellent client-facing and internal communication skills (written and verbal)
- Able to communicate clearly to different levels of stakeholders, understanding of different styles, accurate questioning skills
- Confident Manager willing to challenge, creative in solving new operational problems
- Humble and relentless towards operational improvements
- A team player, cultural champion, and able get things done in a relationship based organisation
What we offer
- An attractive package (competitive salary based on your expectations and internal benchmark) with the ability to start working remotely anywhere in the world
- L&D - support your need to replenish your knowledge and acquire new skills to do your job better via: Continuous product education, Professional training & Certifications, Soft skill trainings, Language classes and our very own Exness library
- Medical insurance coverage covering self, spouse and dependant
- 21 days annual leaves with additional public holidays leaves give upfront