Client Services Team Lead

Banking Circle; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading fintech company in London seeks an experienced Client Services Team Lead to manage and develop the client service team across multiple regions. You will be responsible for ensuring high-quality service delivery, utilizing your strong leadership and in-depth payments knowledge in a dynamic, international environment. Strong analytical skills and stakeholder management are essential. This role offers an opportunity to make a significant impact in a growing organization.

Qualifications

• 5+ years’ experience in banking or financial services in a leadership/supervisory role.
• Proven track record of automation and continuous improvement.
• Experience managing teams across multiple jurisdictions.

Responsibilities

• Manage and develop the client service team across multiple jurisdictions.
• Ensure delivery of high-quality service to clients.
• Monitor performance against agreed service levels and KPIs.

Skills

Leadership

Stakeholder management

Analytical skills

SQL

Payments processing knowledge

Job description

Overview

Are you an experienced and passionate team lead who can ensure service excellence across all our clients and regions, then this might be the opportunity you are looking for.

Banking Circle is a fintech, bank, and fun all in one. We are on a journey to become payment pioneers. Every day up to 2 million payments run through our platform. We work closely with central banks and clients worldwide to constantly improve our payment flows, and in less than 10 years we have become a fully licensed bank with 750 colleagues in 9 countries. We are still growing rapidly, and we invite you to join us and experience a fun and international workplace, where people prefer to come to the office rather than work from home.

Your team welcomes you with open arms
As our new Client Services Team Lead in London, you’ll experience an open and knowledge driven culture, where everyone can thrive, connect with colleagues, learn and grow. Here you will be empowered to make an impact every day.

Responsibilities

In this role you will be responsible for managing and developing the client service team across multiple jurisdictions, ensuring the consistent delivery of high-quality service to the bank’s clients. The role requires strong leadership, in-depth payments knowledge, and the ability to coordinate service standards across regions while driving operational excellence.

• Oversee the handling of client inquiries across jurisdictions, ensuring prompt, accurate, and professional resolution
• Drive the delivery of Internal & Client facing SLAs.
• Lead, coach, and develop the client service team to deliver service excellence across all clients.
• Monitor performance at both team and individual levels against agreed service levels and KPIs across regions.
• Act as an Escalation point for Clients and deliver Client Service Reviews.
• Maintain strong client relationships
• Working with key stakeholders to ensure Product Releases, Internal Processes and Payment Landscape changes to ensure high standards are maintained
• Using Data to shape and drive the team forward with continuous improvement
• Drive delivery of client self-service and automation initiatives on behalf of Client Services

Qualifications

Things we’ll look for on your resume

We expect you to have 5+ years’ experience in banking or financial services in a leadership/supervisory role.

You have a proven track record of automation and continuous improvement and excellent stakeholder management skills.

Strong analytical skills, SQL, and in-depth knowledge of payments processing and systems, including Instant Scheme (FPS, SEPA), is a great advantage.

Experience in managing teams across multiple jurisdictions is highly desirable.

Banking Circle is an international company. Our internal workforce consists of over 50 nationalities, and our clients and partners are located all over the globe. Therefore, our company language is English.

How to apply

Go ahead and take the first step
We look forward to hearing from you. We review applications and interview candidates continuously. Please note that we don’t accept or consider CVs received through email or direct messages.

If you have questions, please reach out to Global Recruitment Partner, Simon Scott Hansen from the People team on [e-mail]. No recruitment agencies, please.

We are proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, age, religion, sexual orientation, national origin or any other characteristic protected under federal, state or local laws, regulations and ordinances. To learn more about Banking Circle, visit is at www.bankingcircle.com

Department:
Lokation: London (UK)