Team Lead (Support) - Operations and Support
Primary stack
Nice to have's
Job description
About the Position
Team Lead (Support) - Operations and Support
We are seeking a dynamic and experienced Team Lead to join our Operations and Support team. The ideal candidate will lead a team of approximately 15 FTEs to meet and exceed personal targets and team SLA expectations.
Responsibilities
- Leading and motivating a team to meet and exceed personal targets and team SLA expectations (e.g. KPIs, productivity & quality)
- Managing workflow to maintain overall department expected service delivery, including regular schedule and capacity planning
- Managing and being a POC for all customer and team related escalations
- Conducting regular one-on-ones, team meetings, and performance reviews
- Defining, reviewing, and providing ongoing, meaningful feedback on performance objectives to employees
- Taking measurable actions to monitor and increase engagement, motivation, and retention of employees
- Working closely with the management team to resolve potential client escalations
- Providing regular and ad-hoc reporting to the management team
- Proactively identifying and communicating market trends and insights
- Constantly cooperating with internal stakeholders to keep service up to date
Requirements
- 2+ years experience as a Team Lead in the service-providing industry, preferably in banking or fintech environment
- Experience in KPIs and Target implementation from the scratch
- Ability to multi-task, prioritize, manage time effectively, and think outside the box
- Experience in Data analytics, working with mid data volumes
- Ability to work under pressure in a fast-paced environment, with a strong focus on customer satisfaction
- Excellent communication, engagement, and people development skills
- Bachelor's degree
- Willing to work nights and weekends on a rotating shift basis
Nice to Have
- Previous startup experience
- Knowledge of the credit card or consumer finance industry, especially fintech
- Proficiency in SQL, Advanced Excel, or any other data manipulation tool
We Offer
- Competitive salary
- Opportunity to work in a fast-paced, dynamic environment
- Professional growth and development opportunities
About the Company
Join our team and be part of a leading organization in the service-providing industry.
© Fintech Farm. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
About Fintech FarmWe are a UK fintech creating successful neobanks in emerging markets in partnerships with local traditional banks. The mission is to make banking services accessible, simple and fun to use worldwide and the goal is to launch neobanks in 50+ markets, serving 100m+ customers.Since our foundation in 2020, we’ve so far launched neobanks in Azerbaijan (2021), Vietnam (2023), Kyrgyzstan (2024) and India (2025), with 2m+ customers collectively and have more markets on the near horizon!Why Fintech Farm is a great place to beCustomers. We always go above and beyond to provide an amazing customer experience. And who said that banking has to be boring? We make our apps not just easy but fun to use.People. We have 250 employees and we’re all business partners in our company — each with stock options that give us a real stake in the business. As we grow and succeed, we all share in the upside. We work with strong individuals whom we empower and trust rather than micromanage. We always stay curious and open-minded.
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