Team Lead - Reporting (FinCrime Operations)

About this role

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Skills you'll use

What you'll do

• Lead and develop a high-performing team: lead, coach, mentor, and develop a team of specialists, fostering a culture of excellence, accountability, and continuous improvement.
• Drive performance and quality: own, monitor and action your team's KPI outcomes, service delivery goals, and quality standards by implementing strategies to consistently meet and exceed targets.
• Decisive performance management: proactively manage individual and team performance, providing clear, constructive feedback, and taking swift, decisive action to address underperformance or behavioral concerns.
• Champion operational excellence: oversee operational processes and task allocation, focusing on tactical execution to ensure timely, accurate, and efficient case resolution.
• Uphold rigorous standards: be accountable for the quality of your team's output, ensuring strict adherence to internal policies, procedures, and regulatory requirements.
• Capacity planning and resource management: contribute to effective capacity management to ensure the team can meet fluctuating demands and SLAs.
• Role model leadership: set the highest standards for performance, diligence, and professional conduct, acting as a role model for your team and peers.
• Stakeholder engagement and representation: analyse and represent the team's results, deliverables and challenges to different stakeholders upon need.

Who can apply

• Complex case and escalation management: serve as the primary escalation point specialists, collaborating with other functions to ensure effective resolution while maintaining strong customer empathy and clear communication.
• Risk identification and mitigation: proactively identify operational delivery risks and vulnerabilities, contributing to the design and implementation of effective mitigation strategies.
• Proven leadership experience (mandatory): 5+ years leading operational teams in high-pressure, regulated environments with proven success in performance management, meeting strict deadlines, and strategic team scaling. Financial services/fintech background strongly preferred.
• Queue management expertise (mandatory): demonstrated experience managing live operational queues, including real-time workload balancing, SLA adherence, and capacity planning. Experience working in 24/7 operations or supporting global time zones.
• Exceptional performance management skills (mandatory): proven ability to set clear expectations, manage performance rigorously, coach for improvement, and address underperformance effectively and decisively.
• Problem-solving and prioritization (mandatory): proven ability to triage and prioritize competing demands independently, resolve operational issues at source without unnecessary escalation, and take complete ownership of outcomes in high-pressure situations.
• Decisive and action-oriented: a proactive, results-driven leader who takes charge independently, makes tough decisions without excessive escalation, and holds themselves and their team accountable. Must be comfortable making judgment calls in ambiguous situations. 
• Workforce management proficiency: strong understanding of WFM principles including forecasting, scheduling, adherence monitoring, and productivity optimization.

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