City Hive Careers

The Big Exchange is an app and website; an ecosystem where you can access tools and products that  help you manage your money. Look to invest or save for a better future: for you, for people, and for  the planet. We are backed by financial heavyweights, co-founded by mission-driven businesses and  The Big Issue, and are driven by our mission: 

To create, promote, and advance an inclusive financial system in the UK, with the intention that it delivers a positive social and environmental impact. 

If you are looking for a hands-on management role where you can be involved in building and scaling  a company, as well as getting involved in user journeys, improving customer experience, and making  sure everyday tasks are ticked off, perfected, and done on time - this role could be for you. You’ll be  responsible for managing the next stage of our growth and helping to scale the Operations of The Big  Exchange as we mature. Our mission is crucial to who we are, and we want people who care about  the impact finance can have on the social & environmental challenges we face today and into the  future.  

Working directly on our investment platform with our outsourced Technology Providers and  overseeing our internal Customer Operations team, you’ll be helping us deliver a quality service both  behind the scenes on the Tech, as well as in front of customers as a core part of the day-to-day  interaction with customers on The Big Exchange. 

Your role will include: 

• Managing the Ops & Tech Suppliers to The Big Exchange. Working closely with our outsourced  partners, including our: Platform Provider, Client Money Manager, ISA Manager, and  Developers to achieve good customer outcomes. 

• Prioritizing tickets and writing user stories with our outsourced team of developers to deliver  fixes, patches, and continuous improvements to our site. 

• Overseeing the Customer Operations Team who deal with client enquiries, complaints and  technical issues coming from customers. You’ll be the escalation point for complaints, difficult  questions, or other bigger issues.  

• Facing off to Fund Managers, Compliance Teams, and outsourced suppliers on a range of  issues, from compliance & legal to technical requests.  

• Project managing our release schedule and planning the Product Roadmap in partnership with  the CEO. 

• Reporting to the CEO and Board on key customer data, progress on KPIs, and wider MI.  • Sitting on The Big Exchange’s Executive Committee reporting to the Board on a monthly basis  and being involved in wider business strategy.