Servaada - a Wipro Company
Team Leader
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Team Leader – Customer Operations (Permanent, Hybrid – Norwich)
About Servaada, a Wipro Company
Servaada is the Wipro UK entity, authorised by the Financial Conduct Authority (FCA) to undertake regulated financial activities as an outsourced service provider for clients.
About the Role
Servaada is seeking a Team Leader with prior experience in customer and client services.
As a Team Leader within our Customer Operations team, you will:
- Lead and develop a team of Customer Operations Representatives.
- Ensure a high-quality service and exceptional customer experience by optimising resources, systems, and procedures.
- Foster a strong team environment, aligning individual goals with business objectives and setting clear performance expectations.
- Manage employee performance, including addressing sensitive staff issues.
Key Responsibilities
- Leadership & Motivation: Motivate and engage your team, offering empathetic support and guiding them through change.
- Customer Service Excellence: Give award-winning customer support, upholding Servaada’s commitment to putting customers first.
- Accuracy & Accountability: Maintain high standards of precision in a fast-paced environment.
- Team Collaboration: Encourage cross-team synergy to enhance productivity for the department and organisation.
- Industry Expertise: Stay updated on financial services regulations, sharing knowledge to boost team effectiveness.
- Process Improvement: Drive efficiency by innovating and refining existing processes.
- Staff Development: Support professional growth, enabling career progression in line with industry standards.
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Your Benefits
As a Team Leader, you’ll enjoy:
- A competitive salary and holistic benefits package.
- Training & development opportunities to elevate skills.
- A permanent role with long-term career impact.
- Prospects to gain significant experience and contribute within a dynamic team.
Essential Skills
- Leadership Experience: Formerly led teams in customer services (as a Team Leader, Supervisor, or Manager).
- Industry Knowledge: Proven experience in financial services, banking, insurance, pensions, or regulated sectors.
- People Management: Strong coaching skills and ability to drive performance and meet operational targets.
- Regulatory Awareness: Understanding of FCA regulations and customer-focused standards.
- Communication Skills: Mastery of influencing, stakeholder engagement, and complaint resolution.
- Data-Driven Decision-making: Competent in analysing metrics (MI/Excel) to support business strategies.
- Office Proficiency: Expertise in Microsoft Office (Excel, Outlook).
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Desirable Skills
- Sector-Specific Experience: Background in pensions, life assurance, wealth management, or insurance.
- Regulatory Compliance: Knowledge of Consumer Duty and vulnerable customer support.
- Qualifications: Leadership or management certifications (e.g., IFP certificate).
- Remote/Hybrid Management: Experience overseeing hybrid or remote teams.
- Tech Adaptability: Open to learning new systems and emerging technologies.
Personal Attributes
- Customer Obsession: Passionate about delivering outstanding service.
- Leadership & Inspiration: Strong presence with the ability to motivate others.
- Resilience & Adaptability: Thrives in fast-paced, evolving environments.
- Solution-oriented: Proactively addresses challenges and drives positive outcomes.
- Detail-Oriented: Highly organised with meticulous attention to execution.
- Collaborative Spirit: Encourages teamwork and upskilling for a supportive workplace.
FCA Conduct Standards
You must adhere to FCA standards of conduct, including:
- Integrity
- Due care and diligence
- Transparency with regulators
- Customer-focused, fair treatment
- Market conduct compliance
Equal Opportunities
Servaada is committed to diversity, equality, and inclusion. We welcome applications from all backgrounds.
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