Jobs at Mukuru

About the job

An exciting opportunity exists for a Digital Support Team Lead to join our Customer Support team based in Cape Town. The purpose of this role is to manage the Digital Support team in order to ensure all customers digital and Inbound queries are responded to efficiently and effectively.

This position is responsible for supervising the day-to-day functioning of the digital support team. The Digital Support Consultants report to this position for day to day operations. The position is responsible for ensuring the team respond to Inbound queries, customer messages received via email, Facebook, LiveChat, effectively and timeously. Internal Liaison takes place with all Contact Centre staff. External liaison takes place with all external clients contacting the Contact Centre through the digital platforms.

Duties And Responsibilities (Include But Is Not Limited To)

• Respond to email, livechat and Facebook, twitter and Instagram queries effectively and timeously
• Create a ticket on the Zendesk if further action is required
• Monitor the Mukuru Facebook page and respond to posts
• Respond to wall posts within 5 minutes
• Respond to inbox messages within 10 minutes and resolve the customer query where possible
• Create a ticket on the Zendesk if further action is required
• Respond to LiveChat instant messages timeously to ensure exceptional customer service
• Respond to all LiveChat messages within a minute
• Provide the customer with requested information or assist with the order
• Monitor systems to ensure optimal efficiency
• Identify areas for improvement
• Provide assistance to customers and uphold the company brand
• Provide professional customer service at all times
• Give information based on the training received
• Maintain client confidentiality
• Maintain knowledge of all company products
• Perform general management functions
• Supervise the Digital Support Consultants and Digital Support QA Lead Create rosters for support staff
• Accurately record staff hours
• Check and sign off timesheets
• Escalate performance issues to the Contact Centre Supervisor
• Arrange support staff meetings and weekly briefings
• Conduct performance management processes for digital support team
• Manage own professional and self-development

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru customer support training course
• 2 year’s Digital Support experience (Essential)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of customer service principles
• Knowledge of Mukuru products and platforms

Additional Skills

• Multitasking skills
• Computer skills
• Telephone skills
• Verbal and written communication skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
• Interpersonal skills

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Duties and Responsibilities (Include but is not limited to):

• Work closely with stakeholders across all levels and business areas to elicit data & analysis requirements
• Translate requirements into reporting or data analysis specifications employing critical thinking to ensure alignment with the actual business need.
• Be the translator between Business, Product, and the Data teams on data needs
• Interview subject matter experts and shadow workflows to build an understanding of our data collection and logging processes. In time, become an expert in our data.
• Specify, gather, clean, combine and aggregate data from disparate sources for data analysis and reporting needs
• Profile and validate all data intended for use in reporting or analysis to ensure high data quality (accuracy, completeness, missing/invalid data correction, timeliness)
• Perform data analysis to (not exhaustive):

1. Extract key insights and observations to influence/support business decisions and actions
2. Identify the core drivers/levers and segments that influence the movement of key metrics/KPIs
3. Identify gaps in existing business processes and product offerings and formulate recommendations to improve them
4. Measure the effectiveness of product launches and new business initiatives

• Design, build, and maintain reports to track and communicate KPIs and results from data analysis activities
• Build data visualizations to improve access and visibility into the content from all key reports and our data in general
• Share insights and analysis results in written form and in business presentations
• Train and support user community in the use of reports, BI tools, and the interpretation of analysis results
• Collect and apply feedback from business presentations, user training and peer review to continuously improve reporting and analysis solutions
• Proactively communicate the status (including blockers, risks, issues) and roadmap of the work assigned to you, with all affected stakeholders
• Cultivate relationships and collaborate cross-functionally to shape, support, and execute on business and product goals
• Help define and improve upon our analytics standards through participation within the community of practice, conducting peer reviews and contribution to internal documentation
• Identify data quality issues, their corresponding root cause and collaborate with business, product, and data teams to drive improvements in data hygiene
• Continuously upskill and stay abreast of new developments in Data Analysis & BI tools, methodologies, and applications

Key Requirements:

• Grade 12 or equivalent (Essential)
• Tertiary qualification in a quantitative field (includes but not limited to – Mathematics, Statistics, Engineering, Computer Science, Actuarial Science, Economics, Finance, Business Analytics)
• 4+ years working experience within Data Analytics or business intelligence (Essential)
• Strong verbal and written communication skills in English and understand how to share insights and analytical results to both technical and non-technical audiences.
• Knows how to work with stakeholders to gather Data & Analysis requirements and communicate findings
• Strong report/dashboard development and data visualization skills with modern BI tools (e.g., Power BI, Tableau, Qlik)
• Advanced SQL skills
• Advanced Excel skills
• R or Python programming for data analysis (desirable)
• Experience cleaning, assimilating, manipulating, and aggregating large data sets using SQL, R or Python or similar tools
• Knowledge of data analysis techniques, such as time series analysis, scenario analysis, clustering & segmentation, regression, decision trees, forecasting, and interpretation & creation of probability distributions (proficiency in a few of these will suffice)
• Analytical and problem-solving skills
• Execution-oriented, and able to complete tasks independently

Additional Skills:

• Experience in Financial Services or Retail industry or high growth businesses
• Teamworking and collaboration
• Excellent organisational skills with ability to juggle many tasks without losing sight of the highest priority items and able to stay focused under pressure
• Passionate about knowledge sharing
• Attention to detail
• Data modelling
• A/B testing

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Duties and Responsibilities (Include but is not limited to):

• Lead and be accountable for the management of the compliance function and development of the compliance team
• Proactively drive and maintain a robust compliance framework including policies and procedures, committee terms of reference and compliance training
• Provide comprehensive advice and support to the Board and business ensuring that Mukuru’s activities are conducted in accordance with internal guidelines and the broader regulatory expectations
• Take overall responsibility for the oversight of key compliance risks including financial crime, sanctions, compliance monitoring, and conduct risk management
• Collaborating with the wider business in developing an appropriate compliance oversight strategy and ensuring a consistent approach is adopted across the business
• Act as a compliance ambassador in supporting the development and embedment of a compliance culture across the Group
• Together with commercial colleagues, managing and developing Mukuru’s relationship with its regulators

Key Requirements:

• Grade 12 or Equivalent
• Relevant Tertiary Qualification
• Substantial compliance experience working within the financial services industry with a significant compliance exposure
• Knowledge and understanding of the financial services sector specifically around payments and FX products
• Previous experience of managing a compliance team
• Experience of making presentations at Board and Group level

Additional Skills:

• Ability to communicate effectively (both oral and written)
• Ability to stay calm and work well under pressure to meet competing deadlines
• The ability to challenge assumptions and to drive forward a compliance agenda