Customer Experience Team Lead

Overview

Lead and develop IG Group's customer experience team, ensuring exceptional support to high-value clients across the global client base while driving operational excellence and team performance.

What you'll do

• Directly manage and develop customer experience consultants
• Set performance expectations, conduct regular reviews, and manage capability development
• Create shift patterns and resource allocation to optimize service coverage
• Monitor team performance against productivity (e.g. 6+ interactions/hour), quality (80%+ CSAT) and other customer service metrics
• Provide coaching, feedback, and performance improvement support
• Serve as final escalation point for complex customer disputes and complaints
• Make autonomous decisions on resolutions, refunds, and policy exceptions within defined authority
• Develop and refine service standards and procedures
• Maintain quality assurance processes and conduct case reviews
• Coordinate with other service teams to optimize escalation pathways
• Report performance metrics and insights to senior leadership
• Partner with commercial teams across regions to align service delivery with business objectives
• Contribute to product development and platform enhancement initiatives
• Represent customer voice in strategic discussions and process improvements
• Lead cross-functional projects related to customer experience enhancement
• Maintain regulatory compliance and ensure adherence to applicable regulatory requirements
• Serve as final escalation point for the most complex customer cases requiring senior intervention
• Provide specialist guidance on sophisticated trading strategies and complex products when the team requires support
• Oversee vulnerable customer interactions and ensure enhanced care protocols are followed
• Maintain reduced personal caseload to prioritize team management and strategic responsibilities

What you'll need

• 5+ years customer service experience with minimum 2 years team leadership
• Extensive client-facing experience managing complex, high-value customer relationships
• Experience managing remote or international team members
• Proven track record managing performance in target-driven environments
• Demonstrated success in complaint resolution and dispute management
• Strong understanding of consumer rights and financial regulations across multiple jurisdictions
• Proven ability to motivate and develop high-performing teams
• Strong coaching and mentoring capabilities
• Performance management experience including difficult conversations
• Change management and process improvement leadership
• Exceptional customer service standards and complaint resolution skills
• Process optimization and quality management experience
• Stakeholder management across multiple internal and external parties
• Crisis management and escalation handling expertise
• Deep understanding of financial markets, trading products, and regulations
• Strong analytical skills with ability to interpret complex trading scenarios
• Commercial awareness and alignment with business objectives
• Risk management and decision-making authority
• Fluency in English (written and verbal)

Nice to have

• Experience with complex financial products or similar regulated industries
• Knowledge of Intercom, Genesys, or similar customer service platforms
• Degree-level education (finance, business, or related field preferred)

Details

• Location: Bangalore, India
• Hybrid working model with 3 days in the office
• Flexible for rotational shifts and week-offs
• Number of openings: 1