Front Office Team Lead

Job title: Front Office Team Lead

Reporting to: Customer Success Manager

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 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 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 Front Office 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 COMPETENCIES WE’RE AFTER

• Underwriting expertise
• 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 compentancy a must)
• Hands-on team player
• Outcomes focused
• Solid attention to detail
• Time Management
• Ability to multi-skill and prioritize

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 within an banking environment
• 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

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