Job Openings at Lulalend

Overall Purpose:

• We are seeking an experienced individual with a background in product operations within a fintech or digital banking environment. This role is crucial for driving operational efficiency and delivering an exceptional customer experience for our banking product.

Key Responsibilities:

• Provide oversight and guidance on end-to-end banking operations, ensuring seamless coordination between internal teams and external service providers to deliver a frictionless customer experience at all times.
• Evaluate, design, and continuously refine banking operational processes in line with fintech best practice, focusing on automation, scalability, and efficiency.
• Manage day-to-day operations across various payment rails (EFT, card networks, instant payments, and merchant services), working closely with internal and external stakeholders to monitor and maintain uptime and integrity across all payment systems.
• Act as the business operations lead for integration and management of third-party vendors, banking partners, and the core banking system partner, ensuring service-level agreements (SLAs) are met, and that incidents are resolved promptly with minimal disruption.
• Use data dashboards and reports to track key operational metrics, including activation rates, transaction success rates, customer onboarding speed, compliance indicators, and turnaround times.
• Collaborate cross functionally with the customer support, sales, product and compliance teams to design and refine customer journeys from onboarding to transaction fulfillment, ensuring each touchpoint reflects operational excellence.
• Support strategic initiatives such as launching new financial products or enhancing operational risk frameworks.
• Act as a key stakeholder in operational readiness assessments and go-to-market execution plans.

Required Qualifications:

• Bachelor’s degree in Finance, Business Administration, Banking, or related field.
• 5+ years of experience in banking operations, with at least 2 years in a fintech or digital banking environment.
• Strong understanding of digital payment ecosystems (EFT, card networks, instant payments, and merchant services)
• Proven ability to manage risk and ensure compliance in a fast-paced regulatory landscape.
• Hands-on experience with KYC/AML processes, transaction monitoring, and dispute resolution.
• Excellent analytical, problem-solving, and leadership skills.
• Experience with operations automation, CRM platforms, and BI reporting is a plus.

Preferred Attributes:

• Experience launching or scaling operations in a startup or high-growth fintech.
• Familiarity with South African fintech ecosystems and regulators (e.g., SARB, FSCA).
• Strong analytical and problem solving capabilities.
• Strong Strategic and critical thinking ability
• Agile project management experience.
• Ability to manage ambiguity in a fast paced environment
• Collaborative approach to solving problems with various stakeholders

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OVERALL PURPOSE

• We are looking for a confident Data Analyst to join our team. This role calls for an inquisitive and discerning individual with a true passion for data.
• As a member of the BizOps Analytics team, your primary focus will be to extract valuable insights from data, and create visualisations and reports for internal stakeholders, with a heavy focus on data quality and governance. You will not only enable enhanced business performance through data-driven insights, but also help us make smarter decisions to deliver even better products.

Responsibilities will include:

• Analyse the stakeholder reporting requirements from a data and functional perspective
• Identify, analyse and interpret trends in data sets and provide actionable insights
• Investigate and resolve data issues by identifying issues and liaising effectively with appropriate business and tech teams
• Build and maintain dashboards and reports using data visualisation packages.
• Transform, load and ensure smooth integration of the data into our standard database structure
• Aggregate or consolidate data while maintaining quality assurance of data output to stakeholders
• Monitor production runs to ensure accuracy and on-time delivery of reports
• Adjust, maintain and configure existing ETL processes to ensure efficient data flow within the data warehouse
• Engage in regular interaction with internal stakeholders to ensure that they’re being kept up-to-date with respect to data insights
• Ask questions or escalate issues when necessary to find solutions where appropriate
• Co-ordinate and produce bespoke data sets tailored for specific business needs
• Process, cleanse, and verify the integrity of data used for analysis
• Collaborate with Data Scientists, Analytics Engineers and Data Engineers on several projects

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• BSc degree or similar field (or equivalent)
• Demonstrated work experience in data analysis and reporting within financial services or the fintech space
• Strong SQL skills (3+ years experience) – required to write and debug SQL, experience with functions, stored procedures, tables, views, etc.
• 2+ years of Python experience. Particularly data-related packages such as Pandas and Numpy.
• Experience building business dashboards
• Understanding of version control tools like Git and Github.
• Experience with DBT and Snowflake is a bonus.
• Excellent understanding of databases, data structures and concepts
• Experience with Agile methodologies

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OVERALL PURPOSE

• As a Collections Analyst, you will play a critical role in our dynamic and results-driven team. We are looking for a tenacious and detail-oriented professional with a strong passion for collections. You will be responsible for recovering outstanding client payments, directly contributing to our company's financial health. The ideal candidate thrives on challenges and is committed to achieving the highest standards of performance while maintaining strong client relationships.
• Manage outstanding client payments with an aim to recovering arrears
• Ensure adherence to the Fair Debt Collections Practices Act and other compliance regulations and security policies
• Follow Lula's established collections processes (although improvements are always welcomed!)
• Liaise with customers to understand reasons for late payment and resolve customer billing disputes
• Respond to customer queries
• Manage interactions with all customers diligently, courteously and professionally while collecting payments
• Initiate strategies for collection processes and procedures
• Negotiate payment plans in consultation with collections and credit management teams
• Encourage and assist customers to pay overdue amounts
• Create repayment schedules based on customers’ financial situations
• Ensure customer loyalty while initiating processes for collection of payments
• Keep electronic records of all communications, payment plans agreed to, and amounts paid
• Initiate legal proceedings if debt recovery fails
• Issuing Letters of Demand: Work closely with the Collections Analysts to issue outstanding letters of demands. Track and follow up on any responses or actions from clients regarding the demand.
• Listing Notifications: Issue notices to clients to inform them of potential further actions due to overdue accounts. Ensure timely and accurate communication to prevent escalation of issues.
• Issuing Adverse Listing Notices: Create and send Adverse Listing notices to clients or businesses who fail to resolve outstanding debts. Maintain thorough records of all notices issued.
• Ticket Management (Zendesk): Allocate unassigned tickets on Zendesk to appropriate collection analysts for further follow-up.
• Tracing Individuals and Businesses: Conduct research and tracing activities to locate and gather additional information about businesses or individuals with overdue accounts.
• Administrative Support: Assist with various administrative tasks to help alleviate pressure on the collection analysts, allowing them to focus on their core responsibilities related to collections.
• Daily reporting

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Matric certificate or equivalent
• Diploma/Degree in a financial related field would be highly advantageous
• Previous collections experience (Minimum of 2 years) or alternatively financial administrative experience
• A track record of providing excellent customer service
• Strong numerical ability
• Ability to thrive in an ever-changing environment with lots of moving parts
• Strong communication and people skills

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OVERALL PURPOSE

• The Lead Credit Strategy Analyst is responsible for the analytical execution of the definition of credit risk policies, credit risk strategies and credit risk optimisation. This role is the analytical lead defining Lula’s risk appetite, return hurdles, credit risk policies, affordability assessment, strategy design, test frameworks, offer terms and ultimately profit optimisation across the credit lifecycle.
• The successful candidate will work closely with cross-functional teams, including the Credit Modelling Lead, Credit Underwriting, Portfolio Management, Collections, Business Development, Finance, and Data Engineering, to ensure that credit policies and strategies are optimised for both performance and compliance.

Responsibilities will include:

• Identifying expansion opportunities to grow the portfolio profitably / profit optimisation opportunities.
• Leading analytical projects to define credit policies, strategies, affordability assessments, offers (terms of business) and test frameworks across the credit lifecycle.
• Executing data driven profit optimisation decisions across the credit lifecycle.
• Working with the Data Science, Credit Underwriting, Collections and Portfolio Management teams to execute data-driven insights / strategies.
• Accountability for the implementation and performance of automated credit decisioning strategies (across multiple products, including Merchant Cash Advance and revolving credit for SMEs) in line with KPIs and Business Strategy.
• Continuously evaluating and developing data driven strategies to support funding decisions (credit risk, affordability, pricing, delinquency, and fraud detection).
• Providing input to enhance existing processes, identifying new opportunities within credit and collections teams.
• Staying updated with AI/ML trends and methodologies to identify emerging credit risks and opportunities.
• Working closely with Data Engineering to ensure required data for credit modelling, data driven strategy development and reporting is available.
• Collaborating with the Product team to prioritise and implement strategy changes.
• Leading and mentoring analysts within the Credit Data Science team, for assigned projects.

THE COMPETENCIES WE’RE AFTER

• Strategic thinker with the ability to align model development to business goals.
• Strong analytical leadership and team-building capabilities.
• Excellent communication skills, with the ability to present complex data insights to non-technical stakeholders.
• High attention to detail.
• Passion for innovation and staying ahead of emerging trends in data science and credit risk strategy design.
• A self-starter, able to take initiative and drive analytical projects from concept to implementation while ensuring usability across teams.

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Bachelor’s or Master’s in Commerce, Data Science, Statistics, Mathematics, or a related quantitative field.
• 4+ years of experience in data science, credit risk strategy analytics, or related roles within financial services, ideally in lending or fintech.
• Proven experience leading credit risk strategy analytics projects to implementation in a data-driven environment.
• Proficiency in programming languages like Python, R, and SQL.
• Experience working with credit risk and decisioning platforms.
• Knowledge of cloud-based environments and large data systems (AWS, Azure, etc.).

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OVERALL PURPOSE

• We are seeking a highly motivated individual with a strong passion for customer service and proven experience as an omni-channel customer experience specialist. The ideal candidate will be dedicated to ensuring a cohesive and seamless customer experience across all interaction channels. This includes consistently delivering high-quality service, efficiently resolving issues, fostering customer loyalty, optimising operational processes, adapting to customer preferences, and actively contributing to overall business growth.

RESPONSIBILITIES WILL INCLUDE:

• Managing attendance, timekeeping, and personal effectiveness to meet required Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Developing an in-depth knowledge of our processes and products, evolving into a subject matter expert over time.
• Ensuring the achievement of weekly tasks and metrics.
• Collaborating with the team and peers to enhance the overall success of customer service delivery in an omni-channel environment.
• Delivering a service that promotes positive conversion while maintaining high-quality standards.
• Providing constructive feedback leading to the implementation of ideas for improving internal processes and relationships.
• Understanding and adhering to rules and regulations set out by Lula and our Partners.
• Building and maintaining customer relationships by keeping them informed of progress or actions taken regarding their applications, queries, and requests.
• Educating customers on self-service, digital functionality, and features.

THE COMPETENCIES WE’RE AFTER

• Strong attention to detail
• Accountable
• Reliable
• Ability to listen well and show empathy
• Proven ability to operate independently
• Self-assurance and a confident manner
• Proven ability to remain calm under immense pressure
• Have the ability to debate in a constructive manner and to challenge conventional wisdom
• Process control and process thinking – understanding the impact of how changes affect customers and stakeholders in all parts of the value chain
• Ability and willingness to deal directly with specific tasks and enquiries where required
• Financial insight; understand the elements of a financial business and product
• Sustaining Customer Satisfaction

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Matric
• Diploma in finance (would be advantageous)
• 4+ years’ experience working in a customer support role within financial / banking services
• Exposure to Small Business Service (SME) customers would be an advantage
• Advanced troubleshooting and multi-tasking skill capabilities
• Experience in delivering great customer service that drives quality and resolution
• Experience in an omni-channel customer service environment
• Excellent interpersonal and communication skills, both verbal and written
• Banking experience would be beneficial
• Fintech experience within a startup environment, would be a nice to have
• Excellent attention to detail
• Problem-solving and critical-thinking skills
• Resilience

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Role Overview

• Lula is South Africa’s leading fintech for SMEs. Built on a foundation of smart underwriting and customer-centric innovation, we’re entering our next high-growth phase focused on scaling our funding and banking offerings. This is a rare opportunity to shape the future of SME financial services in South Africa.
• We’re seeking a strategic and hands-on commercial leader to own our go-to-market engine. Reporting directly to the CEO, this leader will coordinate acquisition, retention, and monetization across funding and banking, while elevating brand presence and customer experience.

Key Responsibilities:

• Lead the development and execution of an integrated go‑to‑market strategy for our funding and banking products, ensuring a consistent brand message and, accelerating market growth.
• Drive full-funnel performance across Marketing, Sales and Customer Experience.
• Develop and enable the execution of strategic brand and product positioning that differentiates Lula in the market, drives customer acquisition, and strengthens our competitive advantage and Lula’s voice in the market.
• Lead the strategic development and execution of our banking product's monetization strategy, including pricing, bundling, and other revenue-driving initiatives.
• Collaborate with Product, Risk, and Technology teams to align product capabilities with commercial goals.
• Build a testing and learning culture around data-driven decision-making.
• Develop and lead a high-performing, commercially minded team, instilling a culture of accountability to achieve key business objectives.

Qualifications:

• 5-7+ years of commercial or growth leadership experience, with a focus on business banking monetization, ideally in fintech, SME financial services, or B2B environments.
• Proven success in scaling full-funnel marketing, sales, and Customer Success teams.
• Strong background in brand positioning, B2B campaigns, and funnel optimization.
• Excellent cross-functional communication and execution orientation.
• Experience working in regulated environments or with SME customer segments.
• Proven track record of driving revenue growth and market expansion.
• Deep understanding of market trends, customer behavior, and the competitive landscape in the fintech industry.
• Excellent communication and interpersonal skills.
• Success Metrics
• Growth in funding and banking customer acquisition and retention.
• Uplift in banking ARPU, retention, and monetization initiatives.
• Improved funnel performance and marketing-to-sales conversion rates.
• Higher NPS/CSAT through CX improvements.
• Strong alignment and coordination between marketing, sales, CX, and banking teams.

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OVERALL PURPOSE

• The role works very closely with our Engineering team to define and manage our product backlog, ensuring we deliver a best-in-class product. Working collaboratively with our Delivery Teams to ensure the timely, reliable delivery of Lula products.
• The current Tech team is lean so you’ll work alongside our Developers to remove blockers, work effectively and continuously adapt to ensure we deliver the best product to our customers. You’ll be successful in the role, if you can inspire and motivate our Engineering team to deliver top-class solutions with a healthy sense of urgency.

Responsibilities will include:

• Evaluate business ideas by assessing business value and urgency.
• Develop business cases with business teams and senior product team members to determine commercial, operational and technical feasibility of ideas.
• Managing the product backlog, prioritizing in line with business objectives by determining and managing budget, scope and time constraints.
• Overseeing the development of our products by playing a key role in planning.
• Stakeholder management - you are the link between stakeholders and our Engineering team, ensuring buy-in and the delivery of clear instructions and deliverables for our Developers.
• Adopting a mindset of product iteration, responsible for evaluating progress at each stage of the development process.

THE COMPETENCIES WE’RE AFTER

• Confident decision-maker
• Ability to execute and get things over the line
• Strong collaboration skills and a passion for working with people
• Positive, high energy and committed to the mission and our values
• Strong analytical and problem-solving skills
• Knowledge of customer desires and behaviors
• Willingness to roll up your sleeves in a start-up, entrepreneurial environment
• Excellent stakeholder management skills
• Exceptional organizational and time management skills

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Bachelor degree in a relevant field or equivalent
• Product owner certification an added bonus
• 2-3 years experience as a Product Owner, ideally within a start-up or high-growth company
• Experience with prototyping, testing, and validating product hypotheses
• Managing and building out a backlog with a focus on iterative and continuous delivery
• Hands-on experience working with Engineering teams in an Agile environment
• Experience building products iteratively by applying lean principles and focusing on MVPs
• Understanding of agile development process
• Technical acumen and genuine passion for technology
• Understanding of core concepts related to UI/UX design

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OVERALL PURPOSE

• This role will see you collaborate with cross-functional teams throughout the design process in order to define and drive the user experience that SMEs in South Africa deserve when using financial services. You’ll work with the Product, Marketing and Engineering teams to take our web and mobile experiences to the next level. We’re looking to build end-to-end journeys that help SMEs thrive in a tough market. These journeys need to be seamless, considerate and where relevant, WOW.

Responsibilities will include:

• Collaborating on the Product Roadmap: Work closely with product owners to understand the user problems and business opportunities behind Lula’s roadmap. Contribute to the visual design strategy by translating product and business requirements into engaging UI designs.
• Design Execution: Create user interface designs, including wireframes, mockups, and interactive prototypes, that reflect Lula’s design principles, ensuring alignment with business goals and product specifications. Focus on scalability, consistency, and responsiveness across multiple platforms.
• Cross-functional Collaboration: Collaborate with UX designers, product managers, and engineering teams to implement intuitive, high-quality user interfaces. Provide clear design handoffs and work closely with developers during implementation to ensure pixel-perfect execution.
• Customer-Centered Design: Work with UX designers to gain a deep understanding of Lula’s customers and their needs by participating in user interviews, surveys and usability testing sessions. Leverage customer insights, feedback, and data analytics to refine and iterate on UI designs that drive user engagement and satisfaction.
• Design Consistency & Standards: Ensure the user interface aligns with Lula’s design system and brand guidelines. Contribute to the ongoing development and maintenance of design systems, advocating for design best practices and ensuring consistency across products.
• Quality Assurance: Review and test designs during development and prior to product releases to ensure they meet high standards of usability, accessibility, and visual quality. Collaborate with QA teams to resolve design-related issues.
• Iterative Design Process: Participate in regular design critiques, stand-ups, and project planning. Embrace a growth mindset by actively seeking and acting on constructive feedback from peers, stakeholders, and end-users to continuously improve design deliverables.
• Stakeholder Engagement: Communicate and present design decisions to stakeholders. Advocate for design choices based on data, research, and customer feedback, aligning UI design efforts with Lula’s overall business strategy

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• 2+ Years of working experience
• Related degree in design/human computer interaction or equivalent
• Experience working as a UI Designer with a strong understanding of UI design and a fantastic portfolio to showcase your design work
• Experience in creating wireframes, prototypes, user flows and process flows from conception through to delivery
• Ability to clearly and effectively communicate design processes, ideas, and solutions with both technical and non-technical stakeholders
• Up-to-date knowledge of design software

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OVERALL PURPOSE

• We are looking for a Senior Security Operations Engineer to join our team. The successful candidate will be responsible for securing, monitoring, and maintaining the overall security posture of our Azure platform and infrastructure, as well as our on-site networks and systems. You will work closely with all departments and teams to implement and provide guidance on security best practices and regulatory compliance. As a Senior Security Operations Engineer, you will also be responsible for identifying and responding to security incidents and conducting security assessments, audits and simulations.

Responsibilities will include:

Infrastructure Security

• Partner with our DevSecOps team to design, implement and manage security controls and policies for our Microsoft Azure Infrastructure
• Partner with our Engineering teams to ensure that code deployed on Lula’s infrastructure is done securely
• Conduct regular security assessments and audits of Azure and internal infrastructure and platforms, including vulnerability scanning and penetration testing

Identity Security

• Manage and regularly audit our privileged accounts to ensure access remains relevant and required
• Design, implement and manage policies and controls to secure Lula’s accounts and access to our resources using Microsoft Entra ID toolsets
• Provide security awareness training to the business to improve our security posture
• Perform security incident/phishing simulations to ensure our processes and training are robust and effective

On-Premise Security

• Monitor and manage Lula’s access control and camera systems
• Provide guidance and support to internal departments on handling of confidential information
• Partner with our Technical Support team to ensure Lula’s network and endpoints are configured securely and monitored for threats

Regulatory Compliance and Governance

• Be a critical part of Lula’s PCI DSS annual re-certification process
• Develop and maintain security documentation including policies, procedures and technical standards that adhere to compliance requirements
• Collaborate with external auditors and partners to ensure compliance with various regulatory requirements and industry standards

Security Incident Management

• Be the key point of contact for security incident and alert investigations
• Develop remediation plans, conduct Root Cause Analysis’ and provide corrective and preventative measures during Post Incident Reviews
• Participate in on-call rotation to provide 24/7 support for Security Incidents

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Tertiary qualification in Computer Science, Information Security, or equivalent experience
• 5+ years of experience in a SecOps field, preferably using Microsoft technologies, with a focus on Azure
• Expert knowledge of Cloud focussed security features, including Azure Defender for Cloud, Azure Sentinel, Entra ID, Front Door, Privileged Identity Management, Intune and Defender for Endpoint
• Experience with security assessments and audits, including vulnerability scanning, penetration testing and incident simulations
• Hands-on Kali experience would be beneficial
• Exposure to configuring SAST tools, like SonarCloud
• Familiarity with industry standards and regulatory requirements, such as POPIA, PCI DSS and ISO 27001
• Familiarity with security related network technologies such as firewalls & VPNs
• Azure or Cyber Security certifications, such as Azure Security Engineer Associate, Azure Solutions Architect Expert or CISSP are a plus
• Knowledge of securing coding practices, like OWASP
• Knowledge of secure API implementation technologies, OAuth and OIDC