Fica Team Leader

3 months ago

Umhlanga, South Africa iKhokha Full time

**Company Description**
iKhokha is one of the fastest-growing fintech companies in Africa. As you'd expect, our pace is fast-moving and ever-changing. We like it that way.
Our office is a high performance environment where we thrive on pushing each other to challenge the status quo. If that doesn’t appeal to you, you probably shouldn’t work here.

iKhokha is seeking a dynamic FICA Team Leader to spearhead our efforts in maintaining the highest standards of customer identification and anti-money laundering practices.

If you think you have what it takes, then we want to hear from you

**So, what will you do?**

You will be responsible for leading and motivating the FICA Onboarding team ensuring that all FICA Specialists are meeting their performance requirements by providing coaching and regular feedback.

**In addition to the above, you will**:

- Keep Customer Onboarding Team Leaders informed of all changes and processes related to FICA.
- Drive and maintain service excellence through coaching, promoting efficient turnaround times and process enhancement sessions.
- Drive and maintain efficient handling time across CRM platform.
- Ensure that the team achieves call and ticket SLA’s as defined with the Line Manager.
- Drive and maintain that all FICA agents are able to interpret all FICA checks to establish if the merchant meets iKhokha requirements in order to be a legit business trader.
- Create and understanding withing the FICA team for the various different business entities to conduct the necessary FICA checks for those entities to ensure compliance and prevent money laundering.
- Immediate escalation of critical/technical issues to senior management.
- Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Line Manager & Head of Retentions.
- Provide unsurpassed service excellence to any queries/ escalations within the agreed SLA’s.
- Set clear team goals and targets based on Smart Goals
- Oversee day to day teams operations
- Provide daily, weekly and monthly reporting to agents and line manager including shift scheduling
- Monitor team performance and report on these metrics
- Discover training needs and provide necessary coaching
- Create monthly strategy for the team to achieve Smart Goals
- Work with Fraud & Risk to ensure that proper vetting is adhered to
- Communicate with team about their performance and implement one on one sessions.
- Plan and help organise team building initiatives
- Listen to team feedback and resolve any conflicts or issues that may arise
- Motivate and upskill team members
- Daily check ins with the team to understand their objectives and align those with team targets.
- Create a motivating work environment and atmosphere.
- You are required to provide stats to your team and manager: HubSpot

**Qualifications**
- Minimum of a matric qualification.

**Deal Breakers**:

- 1-2 years supervisory or management experience
- 2 - 3 years in a FICA role with exposure to FAIS
- Exposure to CRM platforms
- Excellent written and verbal communication skills with a specific focus on FICA compliance
- In-depth knowledge of performance metrics for FICA role
- MS Office Skills and Time management skills

**Additional skills**:

- FICA
- Fraud & Risk & Compliance
- Onboarding
- Support
- Data
- Sales

**Additional Information** Perks of joining the Tribe?**
- Work in a high-growth company with tangible results you're accountable for.
- Enjoy hybrid, remote, and in office work models.
- Competitive remuneration and benefits, including Medical Aid and Group Risk scheme contributions.
- Be guided by visionary leadership.
- Seize the opportunity for study leave.
- Access to on-demand learning and development.
- Experience a friendly, collaborative culture with a team of all-round-lekker humans (it’s true, we surveyed our employees and they told us so).
- If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our very own onsite Barista.

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