Business Onboarding Team Lead

2 weeks ago

Cape Town, Western Cape, South Africa Luno Full time
The world is changing. We all want something different.


At Luno, we see you as an individual, and we want to unleash your potential and empower you to become the best possible version of yourself.

Luno welcomes crypto lovers and crypto newbies. You - just like everyone in the world - are on your own unique crypto-learning journey.

We are a mission-driven cryptocurrency company that is building more open and equal access to the future of money.

You don't have to know lots about crypto to be interested in joining us, you just have to feel that upgrading the world to a fairer financial system matters, and that you'd like to be part of this global change.

We're a passionate and committed team taking on a challenge of epic proportions.

Like the first moon landing, it requires a special kind of people
working together with unusual skill, focus and determination.

We need the best team on board for our mission.

If that sounds like a culture you'd thrive in, then we are excited to hear from you.

The role in a nutshell


You will form part of the
Operations Onboarding team based in Cape Town and Kuala Lumpur, reporting to the Head of Customer Onboarding.

You will work in a fast paced environment, collaborating with other business units, including Engineering, Product and Compliance teams, servicing the business on an international level together with the teams from South East Asia, Africa and Europe.


Your mission will involve

  • Helping Luno's customers to onboard from multiple geographies and have a seamless experience onboarding as their first step in their journey with Luno
  • Ensuring that Onboarding team meets its project milestones
  • Ensure that all projects are managed and delivered within the prescribed timeframes.
  • Driving team objective setting, prioritisation and ensure adherence to plan and strategy
  • Work closely across all functions, including Product, Engineering, Data, Operations, Customer Success, Legal, and Compliance to influence, advise and coordinate efforts and ensure strategic alignment and seamless execution of initiatives.
  • Leading a strong and high performing team that is poised for future growth through development, coaching, clear expectation setting and a strong focus on employee experience
  • Create a positive team environment that instill trust, encourages world class performance and ensures clear transparent communications to align around the overall vision
  • Ensuring that all relevant policies and procedures are followed to ensure customers are onboarded in compliance with local regulations, including but not limited to Anti Money Laundering (AML) and Know Your Customers (KYC)
  • Develop insights and formulate strategic and operational recommendations and processes to enhance the Luno customer experience and the operational efficacy of the team
  • Oversee day to day operations related to global customer onboarding
  • Own and monitor key Operational metrics and SLAs
  • Own QA process for onboarding business customers
  • Own and regularly review Standard Operating Procedures

In your first six months, you will

  • Have a thorough functional understanding of Luno's Onboarding processes, tools and integrations.
  • Have a thorough understanding of the team's dayto day operational outputs and ensure that they are met.
  • Have a thorough understanding of the team's current and upcoming projects and provide support in the delivery of them
  • Support the execution of the Onboarding Operations team's initiatives and greater business projects and vision
  • Identify and understand the challenges and propose and initiate solutions to circumvent them.
  • Guide and support the team in the delivery of their OKR's

' The ideal Lunaut for this role, will have'

  • University degree from a recognised tertiary institution
  • 34 years' relevant work experience in business and individual customer onboarding
  • 34 years' relevant work experience as a team leader in business and individual customer onboarding
  • High levels of EQ and proven experience in leading a team
  • Certification (e.g. ACAMS) and demonstrable knowledge in KYC (Know your customer) and matters pertaining to the broader AML/CFT industry
  • Experience in policy analysis and process development
  • Applies critical and creative thinking to create efficient processes
  • Highly collaborative with outstanding relationship building skills
  • Exercise leadership to lead change by initiating action, giving direction and taking responsibility to ensure delivery of objectives/goals/tasks/projects.
  • Ability to adapt within a fastpaced environment
  • Strong attention to detail, report writing and documenting outcomes of investigations
  • Interpret, prepare and represent complex management information.
  • The ability to influence and make recommendations confidently with the use of data and analyses, to various stakeholders including the senior leadership team
  • Entrepreneurial, strong sense of responsibility and very high level of integrity
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