Wallet Team Leader at Mukuru

The main purpose of this role is to ensure the Wallet Customer Team is delivering World Class Service at the lowest possible cost.

The Wallet Team Lead reports to the Head of Wallet and VAS. They are responsible for ensuring wallet customers receive World Class Service by overseeing the day to day functions of the Wallet Customer Service Team and liaising with other internal departments. This position is the highest escalation point for the Wallet Customer Team. They are responsible for ensuring all payments and service issues are resolved correctly within the set KPIs. The Wallet Team Leader is the internal champion for World Class Service, continually improving the processes and systems used within the Wallet Customer Team to increase service levels and reduce cost. The Senior VAS Controllers and VAS Controllers report directly to the Wallet Team Lead, taking responsibility for their performance management, team development and HR requirements (e.g. leave applications, disciplinary processes, etc). Internal liaison takes place with the wider Wallet & VAS team, call centre, branches and agents. External liaison takes place with all external customers and suppliers.

Duties And Responsibilities (Includes But Is Not Limited To)

• Take ownership of the processes and systems used within the customer service team
• Escalate system issues directly to relevant support/IT teams to investigate and resolve
• Identify and implement tech & non-tech improvements to processes and systems that improve service levels, reduce cost and free up capacity within the team
• Monitor service levels and the impact of changes to systems and processes
• Agree S.M.A.R.T deliverables with line manager on a 90-day cycle
• Oversee the processing of all payments including high value and aged payments
• Oversee the verification, allocation and authorisation of payments
• Respond to escalated customer queries to ensure customer service standards are met
• Taking action for any ticket that has not been responded to
• Use discretion on when to process payments that are out of the ordinary or unclear for low value payment. You remain accountable for these decisions. Get sign off from HOD for your decisions on high value payments
• Oversee and manage the user access and limits all card systems (card manager, Zendesk etc) to ensure the integrity of the system
• Hold a monthly KPI meeting with each Wallet Customer Team member
• Hold a monthly check-in meeting with each Wallet Customer Team member
• Prepare for and hold bi-annual KPI meeting with each team member
• Conduct customer service assessment for each team member by evaluating their email responses and phone calls. Assess them on their communication, ability to resolve problems and etiquette with the customer and internal staff
• Train, coach and mentor staff as required to ensure they are meeting all behavioural standards and performance KPIs
• Ensure staff are a good match for their roles
• Achieve and maintain an internal NPS score of higher than 8
• Communicate with internal stakeholders
• Compile and submit accurate reports
• Perform general HR and people management function to ensure company policies are being followed and team capacity is managed

Key Requirements

• Grade 12 or equivalent (Essential)
• Related Tertiary Qualification (Desirable)
• 2 years’ experience as a Senior Controller (Essential)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of banking regulations
• Knowledge of wallet and card principles

Additional Skills

• Computer skills
• Verbal communication skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
• Interpersonal skills
• Training skills