CX, OPERATIONS AND LEARNING CONSULTANCY
Helping growing FX and fintech businesses operate better.
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 through ongoing fractional leadership, a defined client or partner operations project, learning & development, and LMS support or any combination of the three.
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 a central learning platform would add value, I can also manage the LMS setup and implementation.
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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
Fractional client & partner leadership
Ongoing senior support for brokers that need direction, structure and momentum across customer support, client experience, partner management or business development.
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Set priorities and create a practical operating plan
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Oversee customer and partner journeys and experience priorities
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Review service performance, QA, KPIs and team capacity
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Support managers and strengthen team capability
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Improve coordination across commercial and operational teams
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Keep agreed improvements moving through to delivery
WHAT THIS DELIVERS
Clear direction, accountable leaders, useful performance reporting and better coordination across client, partner and business development teams. I work as part of the business to maintain momentum and help internal managers deliver the plan.
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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Coordinate AI chatbot and service technology implementation
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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.
EXAMPLES OF PROJECTS
What I can help you deliver.
Each project starts with a clear problem and finishes with implemented improvements, documented ownership, measures and a handover to the internal team.
OPERATING MODEL
Support and partner operating model
Review team structures, responsibilities, service standards, measures and capacity, then create a practical plan to improve how the operation runs.
CLIENT & PARTNER SELF-SERVICE
Client and partner hub planning
Plan the structure, content and user requirements for online support hubs, then coordinate with internal product and technology teams or an external supplier through development and launch.
CRM & KNOWLEDGE
CRM workflow and knowledge ownership
Improve queues, routing, case ownership and escalation, while structuring the knowledge teams need to give consistent answers.
COMMUNICATIONS STRATEGY
Client and partner communications
Work with operations and business development to plan what clients and partners need to know across the website, portal, email and CRM.
SERVICE TECHNOLOGY
AI chatbot implementation
Work with operations, product and technology teams to prepare the knowledge, workflows, escalation routes and testing needed to launch an AI chatbot that gives accurate answers.
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 client experience, customer operations, partnerships, quality assurance and learning and development. This gives me a broad view of how decisions in one area affect clients, partners and frontline teams across a business.
Recurring problems are rarely caused by team performance alone. They often come from unclear ownership, inefficient processes, limited performance data, gaps in training or systems that no longer support how the business operates.