IG
Hiring companyIG Group
Verified today
Customer Experience Team Lead
Bangalore, India Full-time Hybrid
About the role
IG Group's Customer Experience Team Lead leads and develops the customer experience team, ensuring exceptional support for high-value clients across the global client base while driving operational excellence and team performance. Day-to-day work combines hands-on customer service delivery with team leadership, serving as the primary escalation point for complex cases and maintaining strategic alignment with commercial objectives and regulatory requirements. Based in Bangalore, India, this full-time role follows a hybrid working model with 3 days in the office.
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) and quality (80%+ CSAT) 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
- Partner with commercial teams across regions to align service delivery with business objectives
What you’ll bring
- 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
- Fluency in English (written and verbal)
- Flexible for rotational shifts and week-offs
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)
Skills
Customer serviceTeam leadershipComplaint resolutionFinancial regulationsEnglish fluencyShift patternsPerformance managementCustomer experience
Benefits
- Tailored development programs
- Mentoring opportunities with leaders
- Clear career progression
- Expand network through committees, sports and social clubs
- Extra time off for volunteering and community work
Education
Degree-level education (finance, business, or related field preferred).