Job title: Front Office Team Lead
Reporting to: Customer Success Manager
Location: Cape Town
WHAT WE DO Lula is an innovative and human-focused 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 you're 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 you'll work with awesome people - then Lula's the place for you!
OVERALL PURPOSE We're actively seeking a motivated individual for the role of Front Office Team Lead at Lula. This individual will be responsible for overseeing and managing the Front Office team's 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 front office function within the organization.
Responsibilities will include: Manage our Front Office Team (Lula Funding + Lula Bank)Expand and improve the quality of service delivered by driving speed and efficiency through a reduction of operational wasteRole model customer service (written and verbal) and handle complex customer issues or escalations resulting in effective customer serviceBe a product and process expert and source of knowledge for your teamFocus on recognition and staff developmentDeliver service and service levels across all channels (calls, chats and emails)Drive CSAT and ensure team and individual KPIs are metUpdate and maintain standard operating proceduresIdentify and escalate client experience, user insights, gaps and opportunities which can be used to improve / streamline systems, processes and the overall user experienceAnalyze escalations and conduct quality assessments, provide root cause analysis and put controls in place to increase quality, reduce any risks and improve upon customer insightsBe a key stakeholder with the relevant teams which can to help drive improvements that are in line with business strategy and operational opportunitiesCapability to resolve conflicts effectivelySupport the process of training and rolling out standard operating procedures in a version controlled, tracked and supportive wayProficiency in handling and resolving escalated customer complaints.Represent and live the values/culture/brandSkilled 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 Front Office team in order to enhance performance and achieve high employee and customer satisfaction scoresSchedule shifts and manage workloadsConduct regular performance reviews and offer feedback THE COMPETENCIES WE'RE AFTER Underwriting expertiseBasic understanding of CRM systems and support ticketing toolsFamiliarity with regulatory compliance within the banking sectorResilience (ability to pivot + change in a fast paced environment)Coaching & feedback competencyProblem-solverStrong analytical skills (excel competency a must)Hands-on team playerOutcomes focusedSolid attention to detailTime ManagementAbility to multi-skill and prioritize THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR Matric or equivalentQualification in financial or banking discipline would be advantageous5+ years experience working in a customer experience leadership role with a proven track record within a banking environmentHands on experience and does not have a problem 'getting your hands dirty'Experience working with CRMs (ideally Zendesk)Has worked / managed an omni-channel environmentProven track record of boosting morale, driving performance, and ensuring collaboration across teamsDemonstrable people management skills - ability to recruit, train and develop, mentor, coach and lead team members
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