Faeda Charles

Key Responsibilities Key Skills & Competencies

As Group Leader within Luno's Customer Success team, I am responsible for overseeing the delivery of high-quality service to our top-tier customers and managing the end-to-end complaints resolution process. I lead a team of Senior Associates, ensuring operational excellence, compliance with regulatory requirements, and customer satisfaction through timely and effective resolutions. My focus is on delivering within strict service level agreements (SLAs), driving process improvements, and fostering a culture of accountability, empathy, and continuous learning.

• Lead and manage a team of 4 Senior Associates responsible for high-impact customer interactions and escalations.
• Oversee the end-to-end complaints management process, ensuring cases are handled thoroughly, accurately, and within regulatory and internal SLAs.
• Manage relationships with premium or high-value customers, ensuring delivery of a world-class service experience.
• Monitor team performance and case quality through regular reviews, coaching, and performance metrics analysis.
• Collaborate cross-functionally with Legal, Compliance, Risk, and Product teams to resolve systemic issues and improve the customer journey.
• Identify trends from customer complaints and feedback to proactively recommend and implement process and service improvements.
• Prepare internal reports on complaints volume, resolution times, root causes, and customer satisfaction metrics.
• Ensure team compliance with financial regulations and Luno’s internal policies and procedures.
• Provide leadership, guidance, and development opportunities to team members, including onboarding, training, and career progression support.
• Customer Service Leadership
• Complaint Resolution & SLA Management
• FinTech & Regulated Environments
• Team Coaching & Performance Management
• Customer Experience Strategy
• Operational Reporting & Root Cause Analysis
• Cross-functional Collaboration
• Empathy, Communication & Conflict Resolution

• Created custom reports for tracking key performance indicators related to customer retention, ensuring continuous improvement efforts were informed by relevant data.
• Developed and executed targeted campaigns to re-engage non paying customers, resulting in reactivation's
• Improved customer retention by developing and implementing targeted strategies for various client segments.
• Fostered a culture of continuous improvement by encouraging feedback from direct reports and clients alike, using insights gathered to drive ongoing enhancements to retention strategies.
• Negotiated contract renewals with vendors and solidifying long-term partnerships with key stakeholders while maximizing collaboration opportunities.
• Managed client service head count and capacity planning against forecasted volumes
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations whilst reducing the cost to serve

• Collaborated with legal team and external vendors to collect and maintain library of news coverage.
• Streamlined communication processes, improving efficiency within the external relations team.
• Managed crisis communications situations, effectively mitigating potential negative impacts on the organization.
• Delivered regular progress reports showcasing measurable success indicators and areas for improvement.
• Collaborated with internal teams to ensure consistent messaging across all platforms and initiatives.
• Implemented social media strategies to enhance online presence and address trends and service gaps
• Led stakeholder engagement sessions gathering valuable feedback that informed decision-making processes.
• Facilitated cross-functional collaborations between departments ensuring alignment on process improvement initiatives.
• Manage Relationship between Regulatory body and company
  • Prepare all Regulatory reports for submissions to Regulator
  • Assist, prepare and respond to all monitoring visits by Regulator
  • Review all transfer requests submitted by other debt counselors
  • Maintaining records of all transfers and identify service gaps or trends
  • Represent company at National Consumer Tribunal hearings
  • Review all variation requests for consent orders granted

• Initiated improvements in internal communication structures, leading to enhanced collaboration between departments involved in service delivery processes.
• Oversaw the successful execution of multiple large-scale projects simultaneously, meeting all deadlines and exceeding internal stakeholder expectations.
• Spearheaded initiatives aimed at reducing churn rates while enhancing upselling opportunities(generating insurance leads) within existing client base.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Increased customer retention rates, proactively addressing potential issues and providing timely solutions.
• Introduced automation tools into daily workflows, increasing productivity levels among team members.
• Monitored industry trends and competitor offerings, making recommendations for adjustments to maintain a competitive edge.
• Conducted regular performance reviews for team leaders (x6), identifying areas for improvement and offering constructive feedback.
• Led a team focused on resolving complex customer issues, resulting in improved satisfaction ratings across all channels.
• Established strong relationships with key clients, fostering long-term partnerships and ensuring continued business growth.