Executive Head of Customer Care - Lesaka (FinTech) at Lesaka Technologies

Purpose

• The Executive Head of Customer Care owns the end‑to‑end customer care ecosystem across the Merchant Division — including all inbound customer support channels, recon & settlement operations, and the operational delivery of Systems of Engagement (SOE).

This role ensures that:

• Every customer interaction is handled with excellence
• Recon & settlement processes maintain financial integrity
• Customer care technologies are stable, efficient, and reliable
• Cross‑functional teams collaborate to resolve issues quickly
• Customer satisfaction, accuracy and service consistency remain world‑class

Key Responsibility Areas

Customer Care Operations (Inbound Channels)

• Own and manage all inbound customer touchpoints: call centre, email, WhatsApp, chat and social media.
• Ensure consistent service quality and customer outcomes across all channels.
• Maintain vertical business structures while enabling central operational excellence.

Recon & Settlement Operations

• Lead recon and settlement operations supporting merchant financial flows.
• Ensure accuracy, timeliness and integrity of all settlement processes.
• Partner with Finance and Risk to manage operational and financial exposure.

Systems of Engagement (SOE) Delivery

• Own the delivery, performance and stability of all customer‑care SOE platforms.
• Partner with Technology teams on system enhancements, changes and improvements.
• Ensure SOE tools support efficient customer interaction, tracking and resolution.

Customer Care Strategy & Optimisation

• Define customer care operating models, service standards and performance expectations.
• Identify opportunities to improve resolution times, efficiency and customer outcomes.
• Drive continuous improvement and embed customer‑centric operational practices.

Cross‑Functional Customer Enablement

• Partner with CX to embed insights and improve end‑to‑end customer journeys.
• Work with Data teams to leverage analytics for service optimisation.
• Coordinate with Field Services to ensure seamless issue resolution across channels.

Operational Risk & Control Management

• Ensure adherence to all operational controls, governance frameworks and policies.
• Work with Risk & Fraud to manage fraud prevention, data privacy and operational risk.
• Ensure issues are identified, escalated, and resolved effectively.

Customer Care Leadership & Capability Development

• Lead, support and develop customer care teams across all operational functions.
• Build scalable capability to support business growth and increased customer complexity.
• Embed a culture of excellence, accountability, and continuous improvement.

Key Competencies Required

Customer Operations Leadership

• Leads large, multi‑channel customer environments with confidence and clarity.

Systems Enablement

• Ensures SOE technologies support efficient customer journeys and resolution.

Operational Excellence

• Drives consistency, service accuracy, and efficiency at scale.

Financial & Recon Acumen

• Understands settlement processes and ensures financial operational integrity.

Stakeholder Collaboration

• Aligns effectively with CX, Technology, Finance, Risk, BPMO and Field Services.

Risk & Control Awareness

• Understands and manages operational, customer and system risk.

Continuous Improvement

• Identifies optimisation opportunities that reduce cost‑to‑serve and improve experience.

People Leadership

• Builds, motivates and develops high‑performing operational teams.

Closing Date 30 January 2026