Engagement Team Lead

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: * One of the UK’s newest unicorns with a team of just over 700 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting ABOUT THE ROLE Reports to: Operations Manager (US Cards & Loans) As a Team Lead in Customer Operations, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to our US customers, across our Cards product. You will ensure the consistent achievement of key performance indicators (KPIs), use data and insight to foster continuous improvement, and champion initiatives that streamline processes and improve customer experiences. You will dedicate a substantial portion of your time (up to 30%) to identifying and supporting process improvements, leveraging frontline insights to inform automation, digital enhancements, and re-engineering of complex workflows. You will play a pivotal role developing your team, managing risk, ensuring compliance, and collaborating cross-functionally to deliver the best possible customer and business outcomes.   KEY RESPONSIBILITIES Team Leadership & Development * Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs (e.g. quality, compliance, productivity, SLAs). * Foster a culture of accountability, continuous learning, and best practice, tailoring support and development to the needs of each team member and identifying emerging talent. * Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching. Performance Management & Data-Driven Improvement * Monitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performance. * Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency. * Escalate and resolve issues proactively, using data and customer insights to drive change. Process Excellence & Continuous Improvement * Dedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunities. * Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex processes. * Champion and embed process changes, ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk customers. Compliance, Risk & Quality * Ensure your team's customer interactions meet regulatory and compliance standards relevant to all customer segments, with particular attention to those in vulnerable or complex situations. * Promote risk awareness, adherence to policies, and corrective action where necessary. * Support in embedding governance, quality frameworks, and change management initiatives within the team. Stakeholder Engagement & Communication * Communicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as required. * Act as an advocate for frontline feedback and customer insight, driving positive change through cross-functional collaboration. EXPERIENCE & SKILLS * Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment. * Experience in driving the performance and development of individuals and teams against ambitious targets. * Analytical skills, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvements. * Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent. * Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.). * Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels. * Experience working within compliance, risk management, or regulated environments, particularly in the US, is desirable. Behaviours & Approach * Champions a customer-first mindset: committed to delivering compassionate, fair, and tailored support, particularly for customers in vulnerable or complex situations, while always seeking opportunities to enhance efficiency and streamline the customer journey. * Proactive and solutions-oriented; thrives on analysing problems, leading change, and delivering continuous improvement. * Data- and insight-driven; uses evidence to inform decision-making and team management. * Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collaboration. * Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priorities. * Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and colleagues. Working Pattern Bi-weekly rotation: 10am - 7pm 12pm - 9pm Monday & Friday: WFH Tuesday - Thursday: London office LIFE AT LENDABLE * Winning team: the opportunity to scale up one of the world’s most successful fintech companies * Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites * Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls * Health coverage: support for your physical and mental wellbeing, including private health cover * Retirement & savings: long-term financial wellbeing through retirement savings plans * Employee referral programme: earn a competitive bonus when you refer successful new team members * Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations * Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog!

ABOUT BARINGA  Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation. Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms.   Our Solutions & AI Labs (SAIL) practice is looking for an experienced Senior Manager to lead consultancy engagements and grow our AI & Solutions Engineering capability. The Forward Deployed AI & Solutions Engineer role will lead the delivery of AI-enabled solutions embedded in our clients' teams, combining deep technical specialism with the commercial and leadership skills to grow and shape our practice.  This is a role for someone who thrives at the intersection of client advisory, technical architecture and hands-on delivery leadership – and who has a genuine passion for bringing AI solutions to production at scale.   Our Solutions & AI Labs (SAIL) practice focuses on helping clients control their data, turn it into actionable insights, and better leverage it through the use of AI and Machine Learning solutions directly embedded into business processes. We support clients across a number of industries and offer deep expertise in AI/ML, Cloud, Platform Engineering, and Managed Solutions.   What you will be doing  As a Senior Manager in SAIL, you will own and lead consultancy engagements end-to-end from shaping the opportunity and winning the work, through to delivery governance and team leadership. You will bring SME-level depth in at least one of AI/ML Engineering, Platform Engineering, or Software Engineering, and apply it to create real, lasting value for our clients.   Although we do not expect you to be an expert in all of the below activities simultaneously, our team consists of people who can work as advisors to our clients as well as bringing deep technical knowledge when needed. The profile of our typical engagements reflects that.   Key responsibilities span the following areas.   Engagement Leadership:  * Own and lead end-to-end delivery of complex AI and technology consulting engagements, taking accountability for scope, quality, risk and client outcomes.  * Lead and resource multi-disciplinary delivery teams including engineers, data scientists and consultants providing clear direction, technical oversight and people development.  * Manage engagement resourcing: forecast team requirements, work with practice leadership to staff engagements, and develop the talent pipeline through mentoring and support of junior practitioners.  * Proactively identify and manage delivery risks in complex stakeholder environments, escalating appropriately and maintaining client confidence throughout.  * Communicate clearly to both technical teams and senior client stakeholders, translating complexity into actionable insight and decisive recommendation.  * Conduct rigorous technical reviews and uphold engineering and delivery standards across every engagement you lead.   Business Development & Bid Support:  * Play a leading role in business development: identifying new opportunities, shaping propositions, and supporting or leading bids and tender responses for AI and technology engagements.  * Contribute to proposal writing, articulating Baringa’s capabilities and differentiators, including authoring technical and delivery sections of bid responses to client tenders and RFPs.  * Build and maintain strong client relationships, acting as a trusted advisor and developing opportunities for follow-on engagement.  * Support practice-level growth initiatives, including account planning, capability development, and go-to-market positioning for AI and solutions engineering services.   Technical Architecture & Delivery:  * Lead architecture design for AI-enabled platforms and cloud solutions, balancing technical excellence with delivery pragmatism and commercial realities.  * Provide hands-on technical direction where required – reviewing designs, code and delivery artefacts to maintain quality standards across the engagement.  * Champion the path from prototype to production: driving robust, scalable and secure AI deployments that go beyond proof-of-concept thinking to real business impact at scale.  * Act as a credible technical voice with client architects, CTOs and engineering leads, earning trust through depth of knowledge and a demonstrable delivery track record.  AI/ML Specialism  You will bring expert-level knowledge in at least one of the following domains, and working knowledge across the others:   Agentic AI & LLM Engineering:  * Design and build production-grade agentic systems using major LLM SDKs and agent frameworks; deep knowledge of RAG, MCP servers and prompt engineering at scale.  * Strong opinions on secure, resilient enterprise deployment of LLM-powered systems; current knowledge of the latest model capabilities and AI product stacks.   Machine Learning Engineering:  * End-to-end ML lifecycle expertise: feature engineering, model training, evaluation and production deployment, including MLOps, monitoring and drift detection.  * Practical knowledge of ML frameworks (e.g. scikit-learn, PyTorch, XGBoost) and cloud-native ML services (SageMaker, Azure ML, Vertex AI).  Platform & Cloud Engineering:  * Architecture and delivery of scalable cloud data and AI platforms on AWS, Azure or GCP; experienced with containerisation, IaC, event-driven architectures and CI/CD.  * Track record of delivering production Python services and APIs; working knowledge of cloud-native application patterns and release practices.   Software Engineering:  * Production-grade Python services (FastAPI, AWS Lambda, event-driven patterns) and front-end development with React/Next.js, Material UI and SWR.  * Cloud architecture design capability across major providers; rounded understanding of database trade-offs – relational, NoSQL, graph and caching strategies.  * Strong engineering practices: CI/CD, testing (Jest, Cypress, React Test Library), release management and security-conscious development.   * A genuine passion for AI solutions and specifically for the complexity of delivering them to production at scale. You should be as energised by the hard problems of operationalisation, reliability and governance as by the technology itself.   Your Skills and Experience   We're seeking a technically credible, commercially aware leader who brings a rare combination of delivery accountability, client advisory skill, and deep AI/technology specialism. You will be someone energised by the complexity of taking AI solutions to production at scale – and who can inspire a team and a client with that same passion.  * 7+ years in technology consulting, software engineering or AI/ML, with at least 3 years in a senior leadership role – including direct accountability for end-to-end engagement delivery, resourcing and commercial outcomes.  * Experience supporting or leading bid and proposal activity, including writing technical and delivery sections of responses to client tenders and RFPs.  * SME-level depth in at least one of: Agentic AI/LLM Engineering, Machine Learning Engineering, Platform & Cloud Engineering, or Software Engineering – with strong architecture and design capability across cloud, data and AI domains.  * Proven ability to build and lead high-performing delivery teams in complex stakeholder environments, with experience engaging comfortably at CTO or engineering director level.  * Clear, confident communicator – able to make the complex accessible for technical and non-technical audiences alike, and to represent Baringa’s expertise with credibility.  * Master’s degree in Computer Science, Engineering, Mathematics, Data Science or related discipline, or equivalent depth through relevant professional certifications (e.g. AWS Solutions Architect Professional, Google Professional ML Engineer).  * Desirable: prior experience as a forward-deployed or embedded engineer within a client environment; exposure to regulated industries such as energy, financial services or public sector.  If you are excited by the opportunity to lead meaningful AI and technology engagements for major clients and thrive in a collaborative, people-first culture that values both technical rigour and human connection we would love to hear from you.  JOIN US All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.   BARINGA PRIVACY NOTICES For UK & EU Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com For the USA Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact privacy@baringa.com For Australia & Singapore Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER & APAC), to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com