Customer Success Manager at Prodigy Finance

Job description

Why this is an amazing opportunity

This is a newly created position with a high level of ownership where you will have the opportunity to manage a team and help improve processes on a global platform. You will find yourself in a challenging and rewarding role that will see you managing a team, building relationships, and interacting with students, institutions and 3rd party entities on an international landscape. In addition to working with a variety of teams across the business, you will be responsible for the middle leg in the loan process, playing a pivotal role in enabling students from all over the world to fulfil their dreams of studying at the world’s top universities.

Why join Prodigy Finance

• Be a part of a pioneering global growth company
• Experience the excitement and learn from being part of an incredibly fast-growing young company. No kidding - exponential growth. Happening right now
• Be pivotal in scaling the business by identifying smart solutions and partners with tech at the heart of it
• Enjoy the agility and flexibility offered by a startup culture. A sociable, relaxed and friendly work environment (with a serious coffee culture where you can wear shorts to work)
• We will help you make your mark. Make a real impact on the business and experience a steep learning curve with huge opportunities to grow and develop
• Gain an inside perspective on the functioning of a venture-backed Fintech startup, backed by one of the top European VCs, learn day-to-day management and build functional expertise
• Build a platform that helps to make a very real difference in the world

What you will do in the role

As the Customer Success Team Lead (Verifications Onshore) you will work alongside the Customer Success Team Lead (Verifications Offshore) and the other Team Leads, reporting through to the Originations Manager.

You will be responsible for ensuring our students receive consistent service levels and conversion of applications whilst developing the Cape Town team and their operating practices. This is the middle leg in the Loans Originations process, requiring you to be the centre of excellence and deliver strong staff and customer focus to our students. You will need to work closely with the Originations and Business Development teams to plan for expected loan volume.

What you will be judged on

• Recruit and train for Cape Town verification vacancies or product/ process updates for existing staff
• Analyse quality scores, prioritise calibration topics and trends to maximise quality outputs (All)
• Ensure that internal and student FAQ and SOPs are current and aligned to current processes and policies, and updating and tracking changes where need be (All)
• Manage the process of rolling out SOP’s in a version controlled, tracked and supportive way
• Escalation and complaints handling in line with the complaints process
• Resolve Team Leader tasks and escalations from Cape Town team
• Manage the Cape Town team with extended coverage hours including PDPs, check ins, smile index etc
• Must be strong on customer service and people performance management in alignment with our brand and culture

You’ll be measured on the following:

• Recruit and train for Cape Town verification vacancies or product/ process updates for existing staff
• Analyse quality scores, prioritise calibration topics and trends to maximise quality outputs (All)
• Ensure that internal and student FAQ and SOPs are current and aligned to current processes and policies, and updating and tracking changes where need be (All)
• Manage the process of rolling out SOP’s in a version controlled, tracked and supportive way
• Escalation and complaints handling in line with the complaints process
• Resolve Team Leader tasks and escalations from Cape Town team
• Manage the Cape Town team with extended coverage hours including PDPs, check ins, smile index etc
• Must be strong on customer service and people performance management in alignment with our brand and culture

What you need to be great at

• Leading and managing people and processes
• People development and coaching for quality and performance
• Role modelling customer service in line with our brand
• Best practices within a financial services back office environment
• Identifying and implementing changes within a dynamic and technical environment

Who we are looking for; track record must haves

• Strong experience as a people manager/ team lead in a financial services environment
• A relevant tertiary qualification
• Track record of leading and motivating teams, specifically in a fast, ever-changing environment
• Demonstrated ability to deliver results through SLA and metric management
• High growth experience a major advantage
• Experience in having delivered change initiatives, preferably in a tech environment
• Financial acumen
• Strong attention to detail
• Willingness to get “hands dirty”