Call Center Team Leader - English Speaker

The Team Leader – FinTech Customer Service Transformation is responsible for leading operational excellence, AI-readiness, customer experience improvement, and service transformation initiatives across a leading fintech customer service operations.

The role combines operational leadership, process optimization, data-driven decision making, AI enablement, stakeholder management and service quality governance to ensure scalable, compliant and customer-centric support operations.

This position plays a critical role in delivering Customer Service transformation agenda, including AI-powered service delivery, in-app self-service enablement, KPI governance, operational efficiency, regulatory alignment, and customer trust enhancement.

· Lead day-to-day customer service operations across FinTech support functions.

· Manage and coach agents to achieve SLA, FCR, CSAT, and quality targets.

· Monitor operational performance and ensure consistent service delivery standards.

· Drive escalation management and resolution governance.

· Ensure adherence to operational procedures, compliance requirements, and customer communication standards.

· Support implementation of AI-powered customer service initiatives and automation programs.

· Lead operational readiness for AI-assisted support, chatbot escalation flows, and autonomous resolution models.

· Collaborate with Product, Tech, and AI teams to improve AI deflection and self-service effectiveness.

· Support mapping and optimization of AI-eligible customer intents and workflows.

· Ensure smooth human-to-AI and AI-to-human escalation processes.

· Identify operational inefficiencies, customer pain points, and service gaps.

· Lead continuous improvement initiatives to enhance customer experience and operational scalability.

· Support process redesign initiatives for onboarding, payments, KYC, AML, complaints, and dispute handling.

· Ensure SOPs, workflows, playbooks, and operational documentation remain upd ated and aligned with business needs.

· Drive root-cause analysis and corrective action planning for recurring customer issues.

· Monitor and analyze key customer service KPIs including SLA, FCR, CSAT, AHT, Repeat Contact Rate, AI Deflection, Social Media Escalations, Churn Indicators, NPS, and Cost-to-Serve.

· Prepare operational dashboards, leadership reports, and performance insights.

· Use data to recommend improvements and operational decisions.

· Track delivery impact of transformation initiatives and process changes.

· Ensure all operational changes, workflows, and customer journeys are validated before implementation.

· Support UAT execution and operational readiness testing.

· Monitor quality adherence, escalation handling, and customer communication standards.

· Ensure audit readiness and compliance evidence are maintained.

· Support governance related to AML, KYC, SANADAK, data privacy, and regulatory requirements.

· Work closely with Customer Service, Product, Technology, Operations, Risk, Compliance, and AI teams.

· Participate in requirement workshops, operational reviews, and transformation planning sessions.

· Translate operational challenges into actionable improvement initiatives.

· Support leadership decision-making through operational insights and recommendations.

· SLA achievement targets

· FCR improvement

· CSAT & NPS performance

· Reduction in repeat contacts

· AI deflection contribution

· Social media escalation reduction

· Operational quality adherence

· Escalation resolution efficiency

· Compliance adherence

· Process improvement implementation

· Team productivity and engagement

· Successful delivery of transformation initiatives

Bachelor’s degree in Business Administration, Operations, Technology, Finance, or related field.

Certifications in Customer Experience, Lean Six Sigma, Agile, ITIL, or Project Management are advantageous.

· 5–8 years of experience in Customer Service Operations, FinTech, Digital Banking, or Contact Center leadership.

· Experience managing customer service teams in high-volume environments.

· Strong understanding of FinTech customer journeys and digital support models.

· Experience working with CRM systems, AI support tools, and operational reporting platforms.

· Experience in process improvement and operational transformation initiatives.

· Exposure to regulated environments including KYC, AML, or financial dispute handling is preferred.

· Team leadership and coaching

· Performance management

· Escalation handling

· Decision-making

· Cross-functional collaboration

· KPI reporting and dashboard analysis

· Process mapping and workflow optimization

· AI and automation readiness

· Data-driven problem solving

· UAT and operational validation

· Stakeholder management

· Presentation and reporting

· Workshop facilitation

· Customer-centric communication

· Proactive and solution-oriented

· Highly organized

· Customer obsessed

· Adaptable in fast-paced environments

· Strong ownership mindset

· Freshdesk

· Ziwo

· CRM platforms

· AI chatbot / automation platforms

· Knowledge Base & Help Centre systems

· Reporting & analytics tools

· FinTech operational systems