Team Lead - US Operations
Core
Lead, coach, and develop a team of 10 front-line agents delivering exceptional service and support to US customers for the Cards product.
Role type
Team Lead, Customer Operations
Builds
Customer service operations and support workflows for credit cards
Domain
Fintech / Consumer Finance
Deliverable
product features
Required skills
Team leadership and coaching, Performance management and KPI tracking, Data analysis and insight interpretation, Process improvement and workflow re-engineering, Compliance and risk management, Cross-functional collaboration
Preferred skills
Experience in regulated environments, US market knowledge, CRM/case management systems proficiency
Responsibilities
Lead and coach a team of 10 agents to achieve KPIs; Monitor and analyze performance data to drive continuous improvement; Identify process pain points and collaborate on automation and system enhancements; Ensure team adherence to regulatory and compliance standards; Communicate performance and risks to stakeholders.
Seniority
Mid-Senior, hands-on IC with team management