CX, OPERATIONS AND LEARNING CONSULTANCY
Helping FX and fintech businesses operate better as they grow.
I help brokers strengthen how their teams support customers and partners, and build the training systems that help them perform.
15+ years in FX & fintech | FxPro | IC Markets | FP Markets | Pepperstone
WAYS TO WORK WITH ME
Support shaped around what the business needs.
Work with me on a defined operational project, ongoing customer and partner operations support, training and L&D, or a combination depending on what the business needs.
01
Training & L&D consultancy
Practical support to identify skills gaps, build structured training and improve how learning is managed across customer-facing teams. Where an LMS would help, I can support selection, setup, rollout and ongoing management.
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Training needs and capability assessment
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Learning strategy and training plans
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Programme and content development
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Workshops, seminars and team training
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LMS setup, implementation and rollout
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Training reporting and measurement
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Ongoing L&D support after go-live
WHAT THIS DELIVERS
A clear learning plan, structured training programmes, defined ownership and better visibility of team capability. Depending on the scope, this can include a fully implemented LMS to support delivery, tracking and future growth. I can hand the work over or stay involved through an ongoing L&D retainer.
02
Customer & partner operations
Hands-on support to improve how customer and partner teams operate day to day. This can include fixing workflows, handoffs, ownership, reporting and service processes across support, onboarding, partnerships and business development.
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Customer and partner journey reviews
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Partner onboarding and servicing improvements
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Partner performance reviews and operational improvements
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Partner reporting, KPIs and performance reviews
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Handoffs between support, onboarding, sales and partners
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Routing, ownership and workload
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CRM and workflow improvements
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Capacity and team structure reviews
WHAT THIS DELIVERS
A stronger customer and partner operation, with clearer ownership, better reporting and fewer gaps between teams. For partners, that means better servicing, fewer frustrations and a smoother experience that gives good partners more reason to stay and grow with the broker.
03
Service improvement & project delivery
Focused support to deliver one defined improvement from initial review and planning through to implementation and handover.
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Plan and coordinate online Client Support and Partner Hubs
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Improve CRM workflows, routing and ownership
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Structure knowledge and establish content governance
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Develop client and partner communication plans
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Support CRM, messaging and service technology rollouts
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Deliver agreed service and operational improvements through to handover
WHAT THIS DELIVERS
A completed improvement with agreed requirements, implemented processes, systems or content, clear ownership, useful measures and a structured handover to the internal team.
What I can help you deliver.
EXAMPLES OF PROJECTS
Each project starts with a clear problem and finishes with implemented improvements, documented ownership, measures and a handover to the internal team.
OPERATING MODEL
Customer support operating model
Review team structures, responsibilities, service standards, KPIs and reporting and capacity, then create a practical plan to improve how the support operation runs.
CLIENT & PARTNER SELF-SERVICE
Client & partner self-service and communications
Review how clients and partners access information, get support and receive important updates across websites, portals, CRM and communication channels. Then improve the structure, ownership and content, including planning online support hubs where useful.
CRM & KNOWLEDGE
CRM workflow and knowledge ownership
Improve queues, routing, case ownership and escalation, while structuring the knowledge teams need to give consistent answers.
PARTNER OPERATIONS
Partner operations and performance review
Review partner onboarding, servicing, reporting, performance, commission structures, payment processes and internal ownership, then identify practical changes that improve efficiency and strengthen the partner relationship.
SERVICE TECHNOLOGY
Messaging and service technology rollout
Work with operations, product and technology teams to define the workflows, routing, knowledge, testing and team requirements needed to launch messaging, chatbot or service technology successfully.
LEARNING & CAPABILITY
LMS and training implementation
Assess learning needs, build the programme, implement the LMS and create the ownership and reporting needed to keep it working.
SELECTED EXPERIENCE
Experience built inside global FX businesses.
50%+
productivity improvement following clearer structures and performance measures
7,000+
IBs and partners supported through the operations I managed
250+
employees supported through an LMS and structured learning plan
90+
employees across global client support and onboarding operations
ABOUT KIM
I understand how operational problems develop as a broker grows.
I'm an FX and fintech consultant with more than 15 years' experience across FxPro, IC Markets, FP Markets and Pepperstone.
My background spans customer operations, partner operations, client experience, quality assurance, training and service improvement. That gives me a broad view of how decisions in one area affect clients, partners and frontline teams across the business.
Recurring problems are rarely just about team performance. They often come from unclear ownership, poor handoffs, manual processes, weak reporting, gaps in training or systems that no longer fit how the business actually works.
I help brokers identify where those problems are coming from, work out what needs to change and support the team through implementation.
START A CONVERSATION
What isn't working as well as it should?
Tell me what is happening, what you have already tried and what you need to change. We can work out whether I'm the right person to help.