Location: Kraków
We work: Hybrid (3 days from office per week)
Contract of employment: Full-time
Recruitment process: Online
About your future employer:
Our client is an international, innovative organization operating in the financial services sector, focused on delivering world-class trading experiences. The company combines technology, data, and finance to continuously improve its products and customer journey. You will join a dynamic and forward-thinking environment that values curiosity, collaboration, and continuous improvement.
Customer Operations Team Lead
We are looking for a Customer Operations Team Lead – Financial Markets to join a newly established UK Client Disputes team within our Customer Experience function.
The team plays a critical role in delivering fair customer outcomes, ensuring regulatory compliance, and continuously improving the customer experience.
Working closely with Compliance, Operations, Product, Technology, and Customer Experience teams, we investigate customer disputes, identify underlying issues, and drive improvements across processes, systems, and customer journeys.
Here are some of the things you can look forward to:
- Lead and develop a team of Customer Operations Specialists and Associates.
- Oversee the end-to-end management of customer disputes and escalations.
- Ensure high-quality case handling and achievement of operational targets.
- Establish and maintain quality standards, controls, and best practices.
- Partner with Compliance to ensure adherence to regulatory requirements and support escalated cases.
- Develop and maintain operational reporting, performance metrics, and management information.
- Analyse customer issues, identify root causes, and drive corrective actions across the business.
- Collaborate with Product, Operations, Technology, Marketing, and Customer Experience teams to resolve customer-impacting issues.
- Present performance updates, trends, risks, and recommendations to senior leadership.
- Support recruitment, onboarding, coaching, and development of team members.
- Contribute to the design and scaling of future operational processes and team structures.
Requirements:
- Previous experience leading a Complaints, Disputes, Escalations, Customer Operations, or Customer Service team within a regulated financial services environment.
- Strong understanding of customer complaint handling and dispute resolution processes.
- Experience managing performance, quality standards, and operational KPIs.
- Proven ability to work closely with Compliance and senior stakeholders.
- Strong analytical skills and experience using data to identify trends and drive improvements.
- Excellent written and verbal communication skills.
- Experience operating in a fast-paced and evolving environment.
- Knowledge of FCA regulations, Consumer Duty, and complaint handling frameworks would be highly advantageous.
- Experience within financial services, fintech, investment platforms, trading environments, or similar industries is preferred.
- Fluent English
Our Client has a lot to offer:
- Opportunity for professional development in an international environment and for increasing your abilities and skills in various areas;
- Great atmosphere and comfortable working conditions;
- Stable job and cooperation with friendly and high qualified team;
- Hybrid model of work, flexible working hours;
- Workation - for 20 days, you can work from anywhere in the world;
- 3 additional days off for celebrate your birthday and voluntary work;
- Office located near city centre;
- Modern working environment (agile spaces, private quiet rooms and breakout areas);
- Competitive salary;
- Annual and performance-related bonuses;
- Private medical cover for you and your family;
- Multikafeteria system;
- Life insurance;
- Unlimited access to learning platform;
- High-standard IT equipment;
- Free parking;
- Annual parties and other social events.
Recruitment proces:
- Short interview with Antal Consultant
- Teams meeting with Hiring Manager
- Employment