Team Lead – US Operations

Overview

In this role you lead a team of ~10 front-line agents serving US Cards customers, driving high-quality support and key KPIs. You’ll use data to drive continuous improvement, and champion automation and workflow enhancements. You’ll oversee risk, compliance, and cross-functional collaboration to deliver great customer outcomes. This is a chance to shape customer journeys in a fast-growing fintech expanding in the US, with a strong emphasis on people development and process excellence.

Pay / Benefits

• Health coverage
• Retirement and savings plans
• Employee referral programme
• Office meals and snacks
• Sustainable commuting options
• Flexible working arrangements

Responsibilities

• Lead, coach and develop a team of 10 agents to hit KPIs (quality, compliance, productivity, SLAs)
• Conduct regular performance reviews and provide targeted coaching
• Monitor KPI data, dashboards, QA and customer feedback to drive improvements
• Identify trends and design action plans to uplift service quality and efficiency
• Escalate and resolve issues using data and customer insights
• Dedicate up to 30% of time to review interactions and identify improvement opportunities
• Collaborate with Product, Technology and Operations to support automation and system changes
• Champion process changes to improve journeys, efficiency, compliance and accessibility for vulnerable customers
• Ensure team compliance with regulatory standards and embed governance/quality initiatives
• Communicate performance and risks to stakeholders and advocate frontline feedback

Key requirements

• Experience managing or supervising customer-facing teams in regulated/fast-paced environments
• Proven ability to develop individuals and teams against ambitious targets
• Analytical skills to interpret data for coaching and process improvements
• Strong communication and ability to coach a diverse team
• Comfort with CRM/case management systems and technology-driven change (automation/AI)
• Experience in compliance or risk management in a US context is desirable

• Customer-first mindset
• Proactive and solutions-oriented
• Data- and insight-driven decision making
• CRM/case management systems
• Data analytics and dashboards
• QA and call listening processes

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