CX Front Office Team Lead at Lulalend

OVERALL PURPOSE

• We’re on the lookout for a dynamic, driven, and hands-on Front Office Team Lead to join our team at Lula. This role is pivotal in managing the daily operations of our Front Office team (Lula Funding + Lula Bank), ensuring service excellence, operational efficiency, and a high-performing, engaged team.
• As a key leader in our Customer Experience division, you’ll be responsible for delivering seamless customer interactions across multiple channels, maintaining regulatory standards, driving data-informed improvements, and fostering a culture of accountability, collaboration, and customer obsession

Qualifications & Experience

• Matric (essential), with a qualification in a financial, business, or banking-related discipline (advantageous).
• 5+ years’ experience in a customer experience leadership role, with a proven track record of managing teams within a fast-paced, high-volume banking or financial services environment.
• Demonstrated experience managing and scaling omni-channel support operations (calls, emails, chats, and social media).
• Hands-on operational leader who is comfortable working alongside the team during peak periods and leading from the front.
• Experience implementing and optimizing SOPs, knowledge bases, and operational processes to enhance efficiency and reduce errors.
• Proven ability to manage escalations, resolve customer issues, and navigate complex service scenarios while maintaining brand reputation and customer trust.
• Strong exposure to compliance and regulatory frameworks within the financial services sector.
• Experience in using CRM systems (ideally Zendesk) and data reporting tools to monitor, track, and enhance team performance.
• Demonstrated success in boosting team morale, improving employee engagement, and building collaborative, high-trust environments.
• History of driving continuous improvement initiatives through the analysis of operational data, customer feedback, and frontline insights.
• Prior involvement in change management initiatives
• Experience in coaching, mentoring, and career development of team members, with a structured approach to performance management, growth plans, and skills development.
• Comfortable balancing operational, people management, and strategic priorities, ensuring short-term deliverables while contributing to long-term business objectives.

Competencies

• Strong working knowledge of CRM systems and support ticketing tools (Zendesk preferred).
• Familiar with regulatory compliance, POPIA, and operational risk controls within banking/financial services (advantageous).
• Calm and adaptable under pressure with the ability to pivot and prioritise in a fast-paced environment.
• Confident leader with proven skills in performance management, coaching, and team development.
• Analytical thinker with the ability to extract insights from data and drive the appropriate operational and people-focused action.
• Hands-on team player who builds a positive, productive team culture and works well cross-functionally.
• Consistently outcomes-focused, balancing customer satisfaction, operational efficiency, and business priorities.
• Exceptional attention to detail, with strong time management and organizational skills..
• Strong interpersonal skills, empathy, and the ability to manage team morale effectively.
• Experienced in leading through change and collaborating with internal stakeholders.