Team Lead - US Operations

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.

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.
• 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

Additional Information

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

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