Client Support Hub Lead - KPI Coach & Process Optimizer

Katiebard

Birmingham

On-site

GBP 35,000 - 45,000

Full time

3 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Katie Bard is seeking an experienced Client Support Hub Team Leader to join its growing tech business in Birmingham. You will lead and develop an operational team, ensuring KPIs and service levels are achieved while maintaining high client satisfaction.

Day-to-day responsibilities include overseeing operations, handling escalations, analyzing data to drive performance improvements and rebate opportunities, and collaborating with clients and internal teams to streamline processes and ensure

Qualifications

Experience leading a team in financial/services environments.
Strong analytical skills with KPI management experience.
Knowledge of compliance, audit controls and process improvement.
Excellent communication, organisation and stakeholder management.
Proficient in Microsoft Office, especially Excel.

Responsibilities

Lead, coach and develop an operational team to meet KPIs and SLAs.
Oversee daily operations, resolve escalations and maintain service standards.
Analyse data and reporting to identify performance improvements and rebates.
Collaborate with clients and internal teams to improve processes and compliance.
Provide guidance and support process improvement initiatives.