Epp Sales And Operations Team Leader
Cape Town, Western Cape
5d ago
source : findojobs-za

An exciting opportunity exists for an EPP Sales and Operations Team Leader to join our awesome team in Cape Town. The main purpose of this role is to provide World Class Service by efficiently Leading and performing processes, resolving queries in a manner that builds equity with our Business customers, internal and external departments.

The EPP Operations Team Lead reports directly to the Tier2 Group TL Supervisor. They are responsible for ensuring EPP Business clients receive World Class Service by efficiently and appropriately handling complex payment and non- payment queries, Client nuances.

Ensure all products in the EPP portfolio are performing efficiently and profitably, which are the Aid distribution, Payroll and Wallet Ops Payroll processes.

They assist the EPP team with payment, non-payment, service queries and are a point of contact for customer escalations.

The EPP Operations Team Lead ensures all payment and service issues are resolved correctly within set KPI's. They are required to liaise with customers / business entities directly, Controllers, internal and external parties in a manner that represents our brand values and strengthens the customer's and Business's affinity towards the Mukuru Brand.

In addition, they take ownership of the processes and systems used within the EPP Team and contribute ideas to increase service levels and reduce cost.

Internal liaison takes place with the wider EPP Team, other Tier 2 teams, Finance, Legal, compliance and Sales and external liaison takes place with Business Entities, suppliers and customers.

Duties and Responsibilities (Include but is not limited to) : Leadership of the EPP Ops teamIntroductory communications to new clientsAssign business clients to members of the team, you remain accountable for all EPP Clients Resolve the total problem : Client Nuances, Negotiations, escalationsCustomer complaints and swift investigationChecking the EPP bank account and ensuring payment has been received from clientsIssue communications or contact updates to business customersCreation of Profile creation and payment gatewaysCreate SOPS, improve processesReport Creation- maintain periodic reports accessible to greater team, Preparation of Data for order creationCreation / validation of data sets due for payment which will differ by clientInvoicing, Order creation, creating bulk orders, generating order status and creation reportsProduct support- editing recipient details, follow up with collection issues, order / batch recallsSet up booths where neededReduce uncollected ordersEnsure batches are run in a 30day cycle Assist / facilitate with Cash collection Safeguard all bank account view items or articles, and ensure recovery or return if requiredTake ownership of the processes and systems used within the team and escalate issues to IT support teamsIdentify tech & non-tech improvements to processes and systems that improve service levels, reduce cost and free up capacity within the teamProcess all complex payments, Bulk orders, high-value EFT and Cheque payments, payroll, supplier queries (wiCodes manual refunds) in line with KPIsEnsure Quotes and invoices are issued correctly, including the bank charges, correct fee per customerVerify payments before allocation and authorising for the teamUse discretion when processing payments that are out of the ordinary or unclearProcess manual loads and deductions, Mukuru card orders, approved Debit claims with zero errors / mistakesEscalate all payment queries to Treasury or ASTReceive and assist with solving general queries, payment or customer service escalations from all EPP team membersHold a monthly KPI and check-in meetings with each Wallet Customer Team memberPrepare 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 callsAssess, Train, coach and mentor staff as required to ensure they are meeting all behavioural standards and performance KPIs Communicate with other departments to ensure all customer queries are resolved appropriately Escalate to the relevant external stakeholders to ensure client queries are resolved appropriately Attend to escalations from other departments and controllers with regards to customer queries and payment queries Gather and process all relevant information for queriesrequiring further escalations Take ownership of the escalated queries to ensure SLA's are met and update the team on any feedback provided by internal and external parties Correctly process as directed or relay information received to relevant stakeholdersMaintain World Class customer service levels in accordance with set KPI'SPerform general HR and people management function to ensure company policies are being followed and team capacity is managedManage own performance and self-development Key Requirements : Grade 12 / or equivalent (Essential)Degree / diploma (desirable) Mukuru call center training course2 years' experience in a EPP / B2B / white label space (advantageous) 2-5 year Leadership experience in a TL role (Essential)Knowledge of money transfer procedures Knowledge of African currenciesKnowledge of remittance and wallet principlesKnowledge of card manager and Zendesk systems Additional Skills : Leadership Time Management skillsComputer & Typing skills Conflict Management skillsVerbal Communication skillsOrganisational & administrative skills Attention to detailInterpersonal skillsTraining Skills Should you be appointed in a remote / work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks please consider your application unsuccessful. NB : ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS

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