Sell My Shares (SMS) Team Leader

DigitalX Limited (ASX: DCC, OTCQB: DGGXF) is a technology and investment company focused on digital asset funds management, digital finance products, and blockchain ventures. The Company’s mission is to grow the blockchain economy and pursue a strategy of being a leader in Web 3.0.

We have a vital leadership role within the Sell My Shares (SMS) team that has become available, and we are looking for the right fit to lead our team in share sales within Australia. This team is a leading online digital business; we interact with our clients over the internet and over the phone. Our website (sellmyshares.com.au) will give you insight into what we do and who we are. As you will see from the large number of reviews we have received, our clients really appreciate our service. We are passionate and proud about what we do, and this is a key product of DigitalX Limited. This role plays a critical leadership role in ensuring the successful delivery of customer service, operational performance, and regulatory compliance within SMS.

Acting as a subject matter expert in share settlement and client engagement, the Team Leader ensures high-quality customer experiences, operational efficiency, and adherence to compliance standards, while fostering a collaborative and improvement-driven team culture. We are passionate and proud about what we do.

The Key Responsibilities Of This Role Are

• Lead and mentor the operational team to ensure delivery of outstanding customer service;
• Oversee all daily processes, including client onboarding, transaction handling, and issue resolution;
• Serve as the escalation point for complex client queries and process exceptions;
• Monitor, evaluate, and optimise the end-to-end SMS process to improve service delivery and operational efficiency;
• Work closely with the development team to implement enhancements aligned with the product roadmap;
• Track performance metrics and customer feedback to inform improvements;
• Coordinate training and upskilling of staff in operational procedures and compliance protocols;
• Ensure full compliance with ASIC regulations and internal risk management frameworks;
• Identify and manage operational risks, ensuring timely escalation and resolution of compliance issues;
• Collaborate with internal stakeholders such as the Head of Retail and the Compliance team to uphold regulatory standards;
• Maintain strong working relationships with internal and external stakeholders including registries, KYC providers, and ASX-related parties;
• Encourage open communication, mutual respect, and a shared commitment to excellence among team members; and
• Actively contribute to team engagement initiatives and support staff development in line with cultural and ethical standards.
  
  

We are looking for someone with experience in leadership and team building, the ability to motivate staff, and excellent interpersonal and communication abilities across multiple channels. The candidate should also have a high level of initiative, accountability, and strong decision-making capabilities. Exceptional attention to detail and the ability to manage competing priorities in a fast-paced environment with strong analytical thinking and a continuous improvement mindset. They will have an advanced understanding of trade settlement, specifically the CHESS system, and a solid grasp of compliance requirements around AML/KYC. A data-driven mindset with the ability to interpret performance data and derive insights. Proficiency with Microsoft Excel, CRM systems, and relevant operational platforms is advantageous.

The successful applicant will be offered a supportive environment to learn the role and to accomplish interesting challenges with career progression opportunities in a rapidly evolving industry and a growing company.

If this position sounds of interest, we would really like to hear from you. Please apply by following the below links.