Team Leader, Client Care
Core
Lead the day-to-day performance and development of a Client Care team to deliver high-quality customer experiences and operational outcomes.
Role type
Senior IC team leader (client care/operations)
Builds
Customer service delivery, operational processes, and team capabilities
Domain
Financial services / Customer support operations
Required skills
Team leadership, coaching and development, operational performance monitoring, process improvement, problem-solving, stakeholder management, risk and compliance understanding, digital literacy
Preferred skills
Experience with AI, automation, and workflow tools
Technologies
Microsoft Office, AI tools, automation platforms, workflow tools
Responsibilities
Lead, coach, and support Client Care Officers; monitor customer demand, call volumes, and service levels; act as escalation point for significant matters; review processes to reduce complexity; partner with Technology and Compliance teams; manage Quality Assurance and training; ensure risks and incidents are appropriately managed.
Seniority
Senior, hands-on IC