Team Lead - US Operations
Hybrid · London, England, United Kingdom
Job Summary
Team Lead in Customer Operations: lead, coach, and develop a team of ~10 front-line agents delivering US Cards & Loans customer support, ensuring KPI achievement (quality, compliance, productivity, SLAs). Responsible for data-driven performance improvement, identifying trends and implementing action plans, and dedicating up to 30% of time to process improvements and collaboration with Product/Technology to enable automation and workflow re-engineering. Maintain regulatory and risk awareness, embed governance and quality frameworks, and communicate performance and improvement recommendations to stakeholders. Working pattern includes bi-weekly shifts with Monday & Friday WFH and Tuesday-Thursday in London office; role emphasizes a customer-first mindset, cross-functional collaboration, and the use of CRM/digital platforms to drive change. Desirable experience working in US-regulated environments and strong leadership and coaching capabilities across diverse teams.
Required Qualifications
- Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment.
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