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StashAway is seeking a Client Services Team Lead to lead and scale a high-performing client engagement team. You will own daily operations, mentor client-facing specialists, and drive continuous improvement through data, automation, and smart processes.
Key Responsibilities:
- Team Performance: Own team KPIs, coaching, development, and performance management to ensure consistent achievement of ≥90% overall KPI month-on-month.
- Operations Management: Manage queues, workload allocation, staffing, coverage, productivity, and SLAs/AHT.
- Client Experience: Manage escalations, complaints, and difficult cases while maintaining strong CSAT and FCR performance.
- Quality Excellence: Maintain high service quality and documentation accuracy through regular monitoring and coaching.
- People Development & Training: Drive capability through structured coaching, 1:1s, training, and knowledge development.
- Continuous Improvement: Identify process gaps, improve SOPs and workflows, and drive automation and AI opportunities to reduce manual work and improve scalability.
- Stakeholder Management: Coordinate with Compliance, Product, Operations, Investment, and Tech teams to manage escalations and cross-functional issues.
About StashAway:
StashAway empowers people to build long-term wealth through innovative financial services.
Requirements:
- 3–4 years of proven direct line-management and coaching experience within client service, customer support, or contact center operations.
- Demonstrated ability to manage operational queues, drive key service metrics, and maintain strict SLA standards.
- Strong performance and operations focus with a track record of achieving KPIs.
- Comfortable identifying operational gaps and keen to leverage modern automation or AI tools to reduce manual overhead.
- Effective verbal and written communicator capable of aligning across cross-functional stakeholders and managing difficult client escalations.
- Prior fintech or financial services experience is not required; strong leadership, operational rigor, and a client-first mindset are valued.
