Team Leader Customer Support

About the role

The Team Leader will head the Invest client‑servicing function, acting as the single point of contact for all Invest matters and ensuring consistent, timely, and compliant support for clients.

Key responsibilities

• Lead day‑to‑day Invest servicing, allocate workload, and ensure accurate handling of enquiries, requests and complaints.
• Manage, coach and develop Customer Service Specialists, set performance objectives and conduct quality reviews.
• Coordinate resolution across Contact Centre, Digital, Operations and IT Service Management, and maintain clear escalation routes and service‑level standards.
• Oversee complaint, incident and control escalations, and ensure proper recording in approved systems with audit trails.
• Produce management information and monitor KPIs such as onboarding completion, SLA achievement and client experience.

Required profile

• Bachelor’s degree in Business, Finance, Banking, Economics or related field, or equivalent experience.
• Minimum 3 years experience in banking/wealth‑management or regulated financial services, with at least 2 years in a team‑lead capacity.
• Strong knowledge of investment products, onboarding, settlement, custody and digital servicing journeys.
• Understanding of customer‑protection principles, complaints management, operational risk, data privacy and financial‑crime controls.

Required skills

• Experience with CRM or case‑management tools.
• Proficiency in service dashboards, incident management and UAT processes.
• Ability to produce process documentation and performance reports.