Financial Support Senior Team Leader
Kent, United Kingdom
Operations (CS, Collections, Complaints, Fraud and Fincrime, Ops, QA) – Operations Team /
Full time /
Hybrid
About Lendable
Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier.
> 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 400 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
The Financial Support department is responsible for working with customers who are experiencing financial difficulty and who are struggling to make their contractual payments. Our primary role is to interact with customers to understand their individual circumstances to ensure we are able to offer a solution which is both affordable and sustainable and meets their individual needs.
Reporting to the Operations Manager, this pivotal role involves managing, organising, and developing a group of senior agents to ensure our financial support services are delivered efficiently and effectively. The successful candidate will act as a delegate for the Operations Manager in their Business As Usual (BAU) role, stepping in to make critical decisions and maintain operational continuity in their absence. Responsibilities include handling escalated issues, enhancing team productivity, monitoring performance metrics, delivering against strategic objectives and ensuring compliance with regulatory standards.
What you'll be doing
- Lead, manage, and develop a team of senior financial support agents/SME trainers, fostering a collaborative and high-performing environment.
- Act as a key point of contact for escalated issues and complex customer inquiries, ensuring timely and effective resolutions.
- Implement strategic plans to enhance productivity and efficiency within the team.
- Monitor and analyse team performance against service standards and KPIs, initiating corrective actions when necessary.
- Provide coaching and mentorship to team leaders, aiding in their professional growth and skill development.
- Collaborate with other departments to streamline processes, enhance systems and improve the overall customer experience.
- Ensure the smooth delivery of our colleague onboarding through recruitment and training whilst working with stakeholders to make improvements to how this is facilitated.
- Prepare and present regular reports on team performance, challenges, and achievements to senior management.
- Act as a delegate for the Operations Manager, assuming responsibility for critical decisions and maintaining operational flow during their absence.
- Ensure compliance with all company policies and regulatory requirements affecting the financial support sector.
- Participate in recruitment, hiring, and training processes for new team members.
Your profile
- Minimum of 5 years of experience in a financial services role with at least 3 years in Financial Support in leadership or managerial positions.
- Strong understanding of financial processes, customer service operations, and performance metrics.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage and resolve complex customer issues.
- Strong analytical and problem-solving skills.
- Proficient in MS Office and financial management software.
- Ability to work under pressure and manage multiple priorities.
What you'll need to succeed
- Good understanding of procedures, systems and processes within the department
- Good understanding of coaching as a discipline and able to apply knowledge and experience to coaching colleagues
- Logical and methodical approach to evaluate situations and select appropriate solutions based on experience and an understanding of procedures.
- Strong prioritisation skills, ability to organise allocate and review work items to colleagues they are coaching
- Resilient and calm approach when faced with difficult situations
- Able to adapt written and verbal communication to an individual's needs.
- Rapport building with colleagues and customers
Life at Lendable (check out our Glassdoor page)
> The opportunity to scale up one of the world’s most successful fintech companies.
> Best-in-class compensation, including equity.
> You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas.
> Our in-house chef prepares fresh, healthy lunches in the office every Tuesday-Thursday
> We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance
> We're an equal opportunity employer and are looking to make Lendable the most inclusive and open workspace in London
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