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    • Operations Support Team Lead - Cape Town - Lulalend

    Lulalend
    Lulalend Cape Town

    2 weeks ago

    Default job background
    Accounting / Finance
    Description

    Job Title: Operations Support Team Lead

    Reports to: Head of Sales

    Lulalend is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow.

    We're making business banking fast, human and Lula. Our purpose is to help SMEs manage their businesses better, faster, and more simply.

    Our values are Collaborative, Committed, Curious, Connected, and Compassionate.

    Overall Purpose:

    We're seeking a motivated individual for the role of Operations Support Team Lead. This person will oversee and manage the Operations Support Team activities, ensuring accuracy and quality of processes, providing training and development opportunities, and continuously improving processes to enhance efficiency and productivity.

    Key Responsibilities:

    1. Manage the Operations Support Team (Funding + Lula Bank)
    2. Expand and improve service delivery by reducing operational waste
    3. Model customer service and handle complex customer issues or escalations
    4. Be a product and process expert and source of knowledge for the team
    5. Focus on recognition and staff development
    6. Deliver service and service levels across all channels
    7. Drive CSAT and ensure team and individual KPIs are met
    8. Update and maintain standard operating procedures

    The Skills and Experience We're Looking For:

    1. Matric or equivalent qualification
    2. Qualification in financial or banking discipline advantageous
    3. 5+ years experience working in a customer experience leadership role with a proven track record
    4. Hands-on experience with CRM systems and omni-channel environments
    5. Proven track record of boosting morale, driving performance, and ensuring collaboration across teams

    The Competencies We're After:

    1. Basic sales skills
    2. Ability to drive performance alongside sales teams
    3. Strong analytical skills and excel competency
    4. Resilience and problem-solving skills
    5. Familiarity with regulatory compliance within the banking sector

    Please note that all appointments are subject to our background checking process.

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