Khazna launched in 2020 with a mission to improve the financial well-being of the underbanked, who have little access to formal financial services by providing access to convenient, effective and secure smartphone-based financial services. Khazna has received the Central Bank of Egypt’s first prepaid card license and aims to become the go-to neobank for underbanked consumers across the Middle East. In the next phase of its journey, Khazna is looking to continue scaling up its operations in Egypt and to launch its operations in Saudi Arabia.
This is a fun stage in the company's lifecycle as the core foundation has been but it is still early enough to assume a ton of ownership and to help shape the future of the company and its success.
We are consistently on the lookout for rock stars to help us solve for financial inclusion.
We are looking for a Team Lead to oversee our Pickup Center operations. This role is focused on managing day-to-day activities, supervising team members, and ensuring smooth and efficient processes for customer interactions. The ideal candidate will have a strong background in team leadership, be highly organized, and commit to providing excellent service.
Responsibilities:
Team Management:
- Act as the primary point of contact for escalations and challenging interactions, guiding the team and intervening when necessary to ensure resolution.
- Conduct regular one-on-one meetings and performance reviews to monitor and support agents’ performance, ensuring high service quality and enhanced customer experience.
- Ensure team members are up-to-date with all policies, product updates, and procedures through continuous training and development.
- Manage and maintain team schedules to ensure adequate coverage and adherence.
Operational Oversight:
- Collaborate with internal stakeholders and management to identify and address policy or process issues within the pickup center, implementing initiatives to streamline operations.
- Work closely with the Customer Onboarding team on recruitment efforts and support onboarding for new team members.
- Oversee coordination of pickup center hours and staffing, aligning with internal and external stakeholders to maintain operational standards.
Duties and Key Metrics
1.Support and Mentor Team Members
- Conduct weekly one-on-one coaching sessions to provide constructive feedback and support.
- Drive the team’s performance to achieve key metrics - Build team members’ confidence and proficiency through targeted training and coaching.
2.Optimize Pickup Center Operations
- Regularly review and improve the Khazna card pickup process for efficiency and effectiveness.
- Ensure monthly processing targets are met.
3.Promote Team Collaboration and Knowledge Sharing
- Facilitate monthly meetings or training sessions to keep team members informed and encourage best practice sharing.
- Establish peer mentorship or knowledge-sharing programs to promote ongoing learning.
4.Demonstrate Leadership and Professionalism
- Lead by example in punctuality, attendance, and adherence to company policies.
- Cultivate a positive, collaborative work environment with open communication and constructive feedback.
- Engage in ongoing leadership training to enhance management skills and effectiveness.
Qualifications:
- Demonstrated experience in team management, preferably in a customer-facing or logistics environment.
- Excellent communication, interpersonal, and customer service skills.
- Strong analytical abilities with experience in data-driven decision-making.
- Ability to work both independently and collaboratively in a dynamic environment.
- Detail-oriented with strong organizational skills.
- Proficiency in Excel/Google Suite; familiarity with reporting tools to support business insights.
- Excellent command of written and spoken English.
This position offers an opportunity to lead a pivotal function within our pickup center, ensuring high customer service and operational efficiency standards. We'd love to connect with you if you’re a proactive leader dedicated to team success and customer satisfaction!
