lendable - Team Lead - US Operations
Requirements
• Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment. • Experience in driving the performance and development of individuals and teams against ambitious targets. • Analytical skills, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvements. • Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent. • Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.). • Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels. • Experience working within compliance, risk management, or regulated environments, particularly in the US, is desirable. • Behaviours & Approach • Champions a customer-first mindset: committed to delivering compassionate, fair, and tailored support, particularly for customers in vulnerable or complex situations, while always seeking opportunities to enhance efficiency and streamline the customer journey. • Proactive and solutions-oriented; thrives on analysing problems, leading change, and delivering continuous improvement. • Data- and insight-driven; uses evidence to inform decision-making and team management. • Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collaboration. • Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priorities. • Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and colleagues. • Working Pattern • Bi-weekly rotation: • Monday & Friday: WFH • Tuesday - Thursday: London office • LIFE AT LENDABLE
Responsibilities
• Team Leadership & Development • Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs (e.g. quality, compliance, productivity, SLAs). • Foster a culture of accountability, continuous learning, and best practice, tailoring support and development to the needs of each team member and identifying emerging talent. • Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching. • Performance Management & Data-Driven Improvement • Monitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performance. • Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency. • Escalate and resolve issues proactively, using data and customer insights to drive change. • Process Excellence & Continuous Improvement • Dedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunities. • Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex processes. • Champion and embed process changes, ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk customers. • Compliance, Risk & Quality • Ensure your team's customer interactions meet regulatory and compliance standards relevant to all customer segments, with particular attention to those in vulnerable or complex situations. • Promote risk awareness, adherence to policies, and corrective action where necessary. • Support in embedding governance, quality frameworks, and change management initiatives within the team. • Stakeholder Engagement & Communication • Communicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as required. • Act as an advocate for frontline feedback and customer insight, driving positive change through cross-functional collaboration.
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