Back Office Team Lead

5 months ago

Cape Town, South Africa Lula Full time

**WHAT WE DO**

We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it

Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.

Speaking of love, we're looking for Lulas who love to make a difference to join our team and change the game.

**WHY WE DO IT**

We care about our family, our work, our community, our country.

We're passionate about EMPOWERING EVERY SME TO SUCCEED.

And to do it, we're BUILDING THE NEXT GENERATION OF FINTECH PRODUCTS TO HELP SMES MAKE CASH FLOW.

Why? Because the more businesses that succeed, the more jobs, money, and opportunities for all South Africans - including Y.O.U.

So get curious.

Rise to the challenge.

Don't settle for average.

Shoot for amazing.

We're here to change the game, the norm, the world,

Because when we change something for the better, we change ourselves too.

You are.

We are.

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 Back Office Team Lead at Lula. This individual will be responsible for overseeing and managing the underwriting team's activities. This involves ensuring the accuracy and quality of underwriting 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 underwriting function within the organisation.

Responsibilities will include:

- Manage our Back Office Underwriting Team
- 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
- 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
- Analyse escalations and quality scores, 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
- Support the process of training and rolling out standard operating procedures in a version controlled, tracked and supportive way
- Represent and live the values/culture/brand
- Lead, motivate and coach our Back Office team in order to enhance performance and achieve high employee and customer satisfaction scores

**Competencies**:

- Underwriting expertise
- Resilience (ability to pivot)
- Coaching & feedback competency
- Problem-solver
- Strong analytical skills
- Hands-on team player
- Outcomes focused
- Solid attention to detail
- Time Management
- Ability to multi-skill and prioritise
- Familiarity with regulatory compliance within the banking sector

**THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR**
- Matric or equivalent
- Qualification in relevant discipline would be advantageous
- 4+ years experience working in a customer experience leadership role with a proven track record within an underwriting environment
- Hands on experience and doesn't not have a problem ‘getting your hands dirty'
- Would have worked within financial / banking services, more specifically within the banking sector
- 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

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