Our client, a global FinTech startup based in the United Kingdom(UK) with offices in several other countries is looking to recruit an experienced Customer Service Team Leader to head the 24/7/365 customer service operation in Nairobi.

The ideal candidate should have a background in online financial services, confident and a capable leader with problem-solving ability in a highly regulated fast-paced business.

The successful candidate will report to the Head of Operations and Customer Service in the UK office.

Key duties

• Daily performance planning and management meeting with the UK team


• Quality calibration and action planning with UK-based quality control manager


• Appraisals and performance management of the  Nairobi team.


• Participation in continuous improvement process organised across global teams.


• Contact centre business continuity and disaster recovery planning and delivery


• Liaison with the outsourced HR support and outsource desktop support teams.


• Responsible for recruitment in line with budgeted headcount requirements


• Development and training of staff


• Ensuring correct payroll and leave settlements for the team


• Taking and resolving escalated enquiries

Requirements

• 5 years of progressive experience in customer service team leadership preferably in a fintech industry


• Demonstrated ability to work, manage, and meet competing deadlines in a fast-paced environment


• Demonstrated success in supporting team members and senior management


• Must have a proven track record of proactively identifying, communicating potential problems and proposing solutions


• Bachelors degree in a business-related course


• Demonstrated commitment to staff training and development


• High level of interpersonal skills.


• Fast thinking, proactive and confident working unsupervised using own initiative.


• Have strong people management skills and be able to demonstrate experience in this area.


• Ability to carry out responsibilities independently with minimal technical support


• Proficiency in Microsoft office


• Excellent communication skills.


• Have a passion for accuracy and clarity of thought.