Overview
Operations Support Team Lead Jobs in Cape Town at Lula
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 COMPANY’S EE TARGETS
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!
We’re making business banking fast, human, Lula!
OUR VALUES
Collaborative – we’re a clan and work together as a team, always towards a common goal
Committed – we’re 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
We’re 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 WE’RE 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 WE’RE 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
Problem-solver
Strong analytical skills (excel competency a must)
Hands-on team player
Outcomes focused
Solid attention to detail
Time Management
Ability to multi-skill 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.
Title: Operations Support Team Lead
Company: Lula
Location: Cape Town
