Business Operations Analyst

WHAT WE DO
We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it!
Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.
Speaking of love, were looking for Lulas who love to make a difference to join our team and change the game.

WHY WE DO IT
We care about our family, our work, our community, our country.
Were passionate about EMPOWERING EVERY SME TO SUCCEED.
And to do it, were BUILDING THE NEXT GENERATION OF FINTECH PRODUCTS TO HELP SMES MAKE CASH FLOW.
Why? Because the more businesses that succeed, the more jobs, money, and opportunities for all South Africans - including Y.O.U.
So get curious.
Rise to the challenge.
Dont settle for average.
Shoot for amazing.
Were here to change the game, the norm, the world,
Because when we change something for the better, we change ourselves too.
You are.
We are.
Lula

OUR VALUES
Collaborative - were a clan and work together as a team, always towards a common goal
Committed - were accountable and follow through no matter the challenge
Curious - we look for better ways to do things and make a positive difference
Connected - we stay close to, learn from and look to understand each other and our customers
Compassionate - we go out of our way to care about our colleagues, our customers and our community
.
OVERALL PURPOSE
The Business Operations Analysts role is to ensure our operations teams (CX, Sales, Credit and Finance) have the tools, processes and training in place so that we can achieve our purpose, keep our promises to customers and give our employees every chance to succeed in their roles.

Responsibilities will include:

• Customer servicing: Ensure optimal business processes are in place and used to drive a high standard of customer servicing including the processing of funding applications, bank account opening applications, customer service requests and transaction processing
• Employee and team role requirements: Assess employee and team tooling and training requirements and make role specific recommendations aimed at driving optimal employee productivity
• Operations reporting: Develop and share timely and accurate reports that indicate areas of business non-performance, business risk and service issues

Process control

• Develop, implement, and monitor processes that drive operational efficiency and effectiveness (i.e. that deliver on our customer promises, create a productive and happy workforce and meet business monetization and cost control goals)
• Ensure training material to support processes is accessible and accurate

Project Management

• Own and management any projects or initiatives required to meet the above responsibilities inclusive of developing businesses cases, defining business requirements, assisting with implementation, setting quality standards and measuring ongoing performance

Business Process Execution

• The ability to gather requirements, map business processes and design process improvements in a clear, actionable format that can be used to communicate with the team and drive operational effectiveness

Initiative implementation and delivery

• The ability to work cross-collaboratively with the operations teams to iteratively and quickly deliver business improvements (process, tools, workforce.) that accomplish pre-defined goals

Quality Assurance

• The ability to identify, prioritize, and resolve business process quality issues across teams, platforms and vendors

Fluency with data

• The ability to use data to generate actionable insights, to leverage those insights to achieve goals and to connect those quantified goals to meaningful outcomes for the business

Voice of employees

• The ability to leverage employee feedback in the form of work observation, surveys, 1:1s and other forms of research to understand employee needs and ways of working to remove barriers and create new opportunities for process improvement and effectiveness

Employee UX

• The ability to define requirements and influence UX designs that ensure our in-house tools and configurable partner platforms are easy to use and drive the most efficient and effective serving of customer

Business Outcome Ownership

• The ability to drive meaningful outcomes for the business by connecting business processes and goals to the strategic objectives of the operations teams and the company overall

Strategic Planning

• The ability to define an overall operations vision that connects to the strategy for the company. The ability to define a clear roadmap of highly prioritized business processes and initiatives that deliver against that vision

Strategic Impact

• The ability to bring strategy to fruition through the consistent delivery of measurable and positive business outcomes

Stakeholder Management

• The ability to proactively identify stakeholders impacted by the Operation Analysts area of ownership and to work with those stakeholders to factor their requirements into operations decisions.

Managing Up

• The ability to leverage senior managers and executives in the organization to help achieve goals, deliver meaningful business outcomes, and positively influence the strategic direction of the OAs work

THE SKILLS AND EXPERIENCE WERE LOOKING FOR

• Matric with relevant National Higher Certificate qualification
• Minimum 2 -4 years Business Operations experience within in a financial services environment, Banking or relevant
• Fintech experience will be advantageous

THE COMPETENCIES WERE AFTER

• Strong organizational skills
• Ability to handle multiple tasks under tight deadlines
• Good time management skills, showing the ability to manage self and prioritise tasks
• Strong work ethic and high standards for achievement, bring their best every day
• Strong verbal and written communication
• Deadline-oriented
• Ability to learn new systems and processes fast
• Team player