Team Leader Customer Care (Case Management)

• Proven experience managing, mentoring, and developing a team, with a track record of running effective stand-ups and structured performance reviews.
• Strong ability to provide constructive feedback and targeted coaching to elevate team performance, empower Case Managers, and support their career growth.
• Eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.
• Demonstrated experience in managing workflows, and ensuring efficient operations within a high-volume or specialist customer support environment.
• Ability to guide the strategy for resolving escalated, complex, and sensitive customer cases, ensuring optimal outcomes for both the customer and the business.
• Excellent stakeholder management skills, with specific experience partnering proactively with Product and other stakeholders to remove blockers and drive systemic improvements.
• High personal resilience to effectively support and guide a team that routinely handles highly sensitive customer vulnerability cases, while actively promoting team well-being.
• Exceptional communication skills to manage team dynamics, present performance metrics, and collaborate across various departments.
• Understanding of the operational risks and regulatory obligations associated with customer vulnerability and complaints in the banking sector.
• Ability to review and resolve standard, low-complexity issues while understanding their broader implications.