Tembo
ISA Transfers Team Lead
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ISA Transfers Team Lead
About the company
Tembo is an award-winning savings and mortgage platform, helping people grow their money and get onto the property ladder faster.
Our ISA offering is at the core of what we do. With products like Cash ISAs and Lifetime ISAs, we make it simple for customers to maximise tax-free savings and build towards their goals with confidence. Designed to be competitive, flexible and easy to use, our savings products help customers make their money work harder.
Our savings and mortgage propositions work seamlessly together - supporting customers from their first pound saved through to home ownership and beyond. With rapid growth and ambitious plans for new products and innovation, we’re just getting started.
We’re rated 4.8* on Trustpilot, with every customer review celebrated and a relentless focus on keeping that standard as we scale.
We’re backed by leading investors including Goodwater Capital, Aviva, McPike Family Global Office, Ascension and Love Ventures, alongside purpose-led partners such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.
What you’ll do
We’re looking for an experienced, customer-first ISA Transfers Team Lead who has exceptional knowledge of ISA rules and regulations and is ready to roll up their sleeves and raise the bar as we scale.
You’ll lead our ISA Transfers team, overseeing the end-to-end transfer journey across Cash ISAs and Lifetime ISAs. You’ll be responsible for ensuring transfers are processed accurately, efficiently and in line with HMRC rules, regulatory requirements and industry guidance, while delivering an exceptional customer experience.
Your expertise in ISA transfers will be critical to the role. You’ll act as the team’s subject matter expert, supporting the team with complex transfers, exceptions, rejections and regulatory queries, while ensuring the right processes and controls are in place to minimise errors and customer friction.
You’ll own team performance across quality, productivity, transfer completion times and customer outcomes, while driving continuous improvement across our transfer processes. You’ll work closely with internal teams and external ISA providers to resolve issues and ensure transfers are progressed efficiently.
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Working closely with operations, product, technology and compliance, you’ll help us scale our ISA transfer operation without compromising on accuracy, customer outcomes or regulatory standards. With a strong focus on AI and automation, you’ll identify opportunities to improve processes and ensure the team is getting maximum value from the tools available to them.
You’ll champion our values, develop your team, and use data and insights to identify trends, improve transfer performance and influence decisions around product, process and technology.
What we’re looking for
- At least 3 years’ experience working specifically with ISA transfers within a regulated financial services, savings or fintech environment
- Exceptional knowledge of HMRC ISA rules, regulations and transfer requirements, including the latest rules, qualifying criteria, contribution rules and transfer timeframes
- Strong understanding of both Cash ISA and Lifetime ISA products, including the key differences in their rules, contribution limits, government bonuses and transfer requirements
- Proven experience managing or supervising an ISA Transfers team or transfer operation, with responsibility for quality, productivity and customer outcomes
- Extensive experience managing the end-to-end ISA transfer process, from initial customer request through to completion, reconciliation and resolution of exceptions
- Confident handling complex ISA transfer scenarios, including partial transfers, rejected transfers, incorrect transfer requests, provider delays and other exceptions
- Strong understanding of industry transfer processes and experience liaising with external ISA providers to resolve complex transfer issues
- Ability to act as the go-to subject matter expert for ISA rules and transfers, supporting colleagues and providing clear guidance on complex cases
- Strong attention to detail, with a proven ability to identify regulatory, process or documentation issues before they impact customers
- Proven ability to drive team performance against KPIs, including transfer completion times, productivity, quality, accuracy and customer satisfaction
- Experience coaching, developing and performance managing a specialist operations team
- Strong understanding of operational risk, compliance and regulatory requirements within a financial services environment
- Strong cross-functional collaborator, comfortable working with operations, compliance, product and technology teams
- Proactive problem solver who looks for ways to simplify transfer journeys, remove friction and improve customer outcomes
- Comfortable using data and operational insight to identify trends, root causes and opportunities for improvement
- Passion for delivering exceptional customer outcomes in a fast-moving savings fintech
- Strong communicator with clear leadership presence and the ability to explain complex ISA rules simply and confidently
- Comfortable thriving in a fast-paced, scaling start-up environment
Get help with your application
Your very own career expert that helps elevate your application to the next level.
This role requires a genuine subject matter expert in ISA transfers. If you don’t have at least 3 years’ hands-on experience working with ISA transfers and a strong understanding of HMRC ISA rules and regulations, this role is unlikely to be the right fit.
Location: Hybrid, with an office in London Bridge (1 day per week in the office)
Salary range: £40,000 - £50,000 DOE.
Our Values:
- Find a way We innovate relentlessly to help customers get onto the property ladder.
- It’s all about the people Customers, colleagues, and partners are at the heart of everything we do.
- If you don’t like it, change it We move quickly, listen to feedback, and evolve constantly.
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Jessica, London
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