Team Leader (Fintech)

TL;DR

Team Leader (Fintech): Leading and developing a team of customer support agents for Marcus by hirify.global with an accent on performance coaching, operational excellence, and customer satisfaction. Focus on managing contact centre metrics, handling escalations, and fostering a high-performing team environment within a regulated financial services setting.

Location: Must be based in Birmingham, UK

Company

A leading global investment banking, securities, and investment management firm providing digital banking solutions through its Marcus brand.

What you will do

• Lead, motivate, and develop a team of 12–15 customer support agents.
• Monitor team performance against KPIs and provide coaching to ensure success.
• Analyze performance data to identify trends and implement improvement plans.
• Handle customer escalations and provide hands-on support during complex enquiries.
• Collaborate with peers to ensure consistent leadership and operational performance.
• Manage daily, weekly, and monthly controls while logging risks and issues.

Requirements

• Must be based in Birmingham, UK.
• Proven experience managing a contact centre team in a regulated environment.
• Strong understanding of contact centre metrics and coaching models.
• Ability to balance team development with operational business objectives.
• Excellent analytical and problem-solving skills.
• Ability to remain focused while managing multiple priorities.

Culture & Benefits

• Commitment to diversity, inclusion, and professional growth.
• Access to firmwide networks, training, and development opportunities.
• Comprehensive wellness and personal finance offerings.
• Supportive environment focused on employee well-being and mindfulness.