At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer support and drive process improvements.
- Company: Join Lendable, a fast-growing fintech unicorn transforming the credit landscape.
- Benefits: Enjoy flexible working, health coverage, and a vibrant office culture with great perks.
- Other info: Be part of a winning team with excellent career growth opportunities.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in managing customer-facing teams and a passion for continuous improvement.
The predicted salary is between 60000 - 75000 £ per year.
hackajob is collaborating with Lendable to connect them with exceptional professionals for this role.
About Lendable
Lendable is on a mission to build the world's best technology to help people get credit and save money.
- We're building one of the world’s leading fintech companies and are off to a strong start:
- One of the UK’s newest unicorns with a team of just over 700 people
- Among the fastest-growing tech companies in the UK
- Profitable since 2017
- Backed by top investors including Balderton Capital and Goldman Sachs
- Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)
So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.
We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.
- Join us if you want to
- Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
- Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
- Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
About The Role
Reports to: Operations Manager (US Cards & Loans)
As a Team Lead in Customer Operations, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to our US customers, across our Cards product.
You will ensure the consistent achievement of key performance indicators (KPIs), use data and insight to foster continuous improvement, and champion initiatives that streamline processes and improve customer experiences.
You will dedicate a substantial portion of your time (up to 30%) to identifying and supporting process improvements, leveraging frontline insights to inform automation, digital enhancements, and re-engineering of complex workflows.
You will play a pivotal role developing your team, managing risk, ensuring compliance, and collaborating cross-functionally to deliver the best possible customer and business outcomes.
Key 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 frontend feedback and customer insight, driving positive change through cross-functional collaboration.
Experience & Skills
- 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
- Winning team: the opportunity to scale up one of the world’s most successful fintech companies
- Flexible working: flexible approach tailored to each role.
Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
- Health coverage: support for your physical and mental wellbeing, including private health cover
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations
Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.
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Team Lead - US Operations employer: hackajob
At hackajob, we pride ourselves on being an exceptional employer that fosters a culture of innovation and inclusivity. Our diverse team thrives in a high-performance environment where your contributions directly impact our multi-asset platform's success. With ample opportunities for professional growth and a commitment to employee development, joining us means being part of a forward-thinking company that values your expertise and ambition.
StudySmarter Expert Advice🤫
We think this is how you could land Team Lead - US Operations
✨Tip Number 1: Tap Into Professional Networks
The finance world loves a good connection, so jump into industry-specific groups on platforms like LinkedIn where you can find discussions on financial controlling. Engaging in these communities can expose you to hidden job leads that aren't openly advertised!
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✨Tip Number 4: Apply Directly on Company Websites
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We think you need these skills to ace Team Lead - US Operations
Some tips for your application 🫡
Show Off Your Numbers Game:In financial controlling, detail is everything! Make sure your CV showcases your proficiency with numbers—highlight any relevant experience in budgeting, forecasting, or working with financial software. Quantifying your past achievements will make you stand out, so don’t be shy about flaunting those impressive percentages or cost savings you've implemented.
Tailored Cover Letter is Key:Your cover letter is a chance to shine, especially for a full-time role. Use it to express your genuine interest in hackajob and the specific impact you hope to make in financial controlling. Mention any relevant qualifications or experiences that align with the company’s goals, and don’t forget to show that you're ready for a long-term commitment!
Certifications Matter:List relevant certifications such as ACCA or CIMA on your CV. These qualifications not only showcase your dedication to the field but also your technical competence in financial principles. If you have any ongoing training or courses, make sure to mention those as well to demonstrate your commitment to continual learning in financial controlling.
Don’t Overlook Soft Skills:While numbers are crucial, so are those soft skills! Financial controllers need strong communication and analytical reasoning abilities. We recommend embedding examples of these skills in your CV and cover letter, like how you’ve successfully delivered financial reports to stakeholders or collaborated with teams to improve processes. Let’s show hackajob how you can be a team player!
How to prepare for a job interview at hackajob
✨Brush Up on Technical Skills
Make sure you're comfortable with key financial concepts, especially around forecasting, budgeting, and variance analysis. Sometimes, interviewers may throw in technical questions or case studies, so practicing these types of scenarios will help you shine!
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If you've had experience with specific financial software like SAP or Oracle, make it known! Be ready to discuss how you used these tools to improve processes or reporting, as this hands-on knowledge can really set you apart in a full-time role with hackajob.
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✨Connect with Company Goals
Familiarise yourself with hackajob's financial objectives and any recent developments. During the interview, try to weave your understanding of their business model and challenges into your answers—this shows your genuine interest and alignment with their goals!
