Operations Support Team Lead

Job title: Operations Support Team Lead

Reporting to: Head of Sales

Location: Cape Town

ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANYS EE TARGETS

WHAT WE DO

Lula is an innovative and humanfocused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs manage their businesses better faster and more simply so they can spend more time doing what they love.

If youre looking for a new place to call home that believes in the potential of the broader SME landscape in South Africa and a place where youll work with awesome people then Lulas the place for you!

Were making business banking fast human Lula!

OUR VALUES

Collaborative were a clan and work together as a team always towards a common goal

Committed were accountable and follow through no matter the challenge

Curious we look for better ways to do things and make a positive difference

Connected we stay close to learn from and look to understand each other and our customers

Compassionate we go out of our way to care about our colleagues our customers and our community

OVERALL PURPOSE

Were actively seeking a motivated individual for the role of Operations Support Team Lead at Lula. This individual will be responsible for overseeing and managing the Operations Support Team activities. This involves ensuring the accuracy and quality of processes providing training and development opportunities for team members and continuously improving processes to enhance efficiency and productivity. The Team Lead plays a crucial role in maintaining high standards meeting regulatory requirements and contributing to the overall success of the Operations support function within the organization.

Responsibilities will include:

• Manage our Operations Support Team (Funding Lula Bank)
• Expand and improve the quality of service delivered by driving speed and efficiency through a reduction of operational waste
• Role model customer service (written and verbal) and handle complex customer issues or escalations resulting in effective customer service
• Be a product and process expert and source of knowledge for your team
• Focus on recognition and staff development
• Deliver service and service levels across all channels (calls chats and emails)
• Drive CSAT and ensure team and individual KPIs are met
• Update and maintain standard operating procedures
• Identify and escalate client experience user insights gaps and opportunities which can be used to improve / streamline systems processes and the overall user experience
• Analyze escalations and conduct quality assessments provide root cause analysis and put controls in place to increase quality reduce any risks and improve upon customer insights
• Be a key stakeholder with the relevant teams which can to help drive improvements that are in line with business strategy and operational opportunities
• Capability to resolve conflicts effectively
• Support the process of training and rolling out standard operating procedures in a version controlled tracked and supportive way
• Proficiency in handling and resolving escalated customer complaints.
• Represent and live the values/culture/brand
• Skilled at juggling multiple tasks and priorities efficiently with the ability to delegate as needed.
• Strong organizational skills to track team performance and resolve customer issues.
• Lead motivate and coach our Operations Support team in order to enhance performance and achieve high employee and customer satisfaction scores
• Schedule shifts and manage workloads
• Conduct regular performance reviews and offer feedback

THE SKILLS AND EXPERIENCE WERE LOOKING FOR

• Matric or equivalent
• Qualification in financial or banking discipline would be advantageous
• 5 years experience working in a customer experience leadership role with a proven track record
• Hands on experience and does not have a problem getting your hands dirty
• Experience working with CRMs (ideally Zendesk)
• Has worked / managed an omni channel environment
• Proven track record of boosting morale driving performance and ensuring collaboration across teams
• Demonstrable people management skills ability to recruit train and develop mentor coach and lead team members

THE COMPETENCIES WERE AFTER

• Basic sales skills
• Ability to drive performance alongside sales teams
• Basic understanding of CRM systems and support ticketing tools
• Familiarity with regulatory compliance within the banking sector
• Resilience (ability to pivot change in a fast paced environment)
• Coaching & feedback competency
• Problemsolver
• Strong analytical skills (excel competency a must)
• Handson team player
• Outcomes focused
• Solid attention to detail
• Time Management
• Ability to multiskill and prioritize

Please note that all appointments are subject to our background checking process which may include Credit Criminal and any other job inherent checks.