Delivery Team Leader (Fintech)

TL;DR

Delivery Team Leader (Fintech): Leading and developing a customer support team for a digital banking platform with an accent on performance coaching and service delivery. Focus on optimizing customer journeys, managing real-time operational performance, and resolving high-level customer escalations.

Location: Birmingham, United Kingdom

Company

Marcus by hirify.global is an online consumer banking business providing digital savings products and intuitive digital experiences to individual consumers.

What you will do

• Lead, motivate, and develop a team of 12–15 customer support agents.
• Coach direct reports using recognized models to ensure performance expectations are met.
• Analyze agent-level performance data to identify trends and implement improvement action plans.
• Identify and drive opportunities to improve customer journeys and satisfaction.
• Act as the primary escalation point for complex customer issues and complaints, providing hands-on assistance.
• Collaborate with peers and business partners to achieve service level targets and resource requirements.

Requirements

• Experience managing a contact center or back office operations team.
• Background in Financial Services, Retail Banking, or a regulated customer-facing environment.
• Proven track record of coaching teams to achieve KPIs using recognized models.
• Strong analytical and problem-solving skills.
• Ability to maintain focus and composure while managing multiple priorities.

Culture & Benefits

• Commitment to diversity and inclusion in the workplace.
• Access to professional training and development opportunities.
• Comprehensive wellness, personal finance, and mindfulness programs.
• Access to firmwide networks for professional and personal growth.