Customer Service & Contact Centre Lead

We are seeking an experienced Customer Service & Contact Centre Lead to oversee customer service operations, drive team performance, and improve customer satisfaction within a fast-growing financial services organization. The ideal candidate will combine strong leadership with a commercial mindset to optimize service delivery and business growth.

• Lead and manage the contact centre team to deliver exceptional customer service.
• Monitor customer interactions, borrower onboarding, and repayment support processes.
• Analyze contact centre performance metrics and recommend improvements.
• Ensure accurate CRM documentation and compliance with company procedures.
• Drive team performance, customer retention, and revenue-focused service initiatives.

• HND or BSc in any relevant discipline.
• Minimum of 4 years' experience in customer service or contact centre management, including at least 2 years in a supervisory or team lead role.
• Mandatory experience in lending, microfinance, or a related financial services environment.
• Strong knowledge of lending products, borrower onboarding, CRM systems, and customer data handling.
• Excellent communication, leadership, analytical, and problem-solving skills with the ability to thrive in a target-driven environment.

None