Nexora Capital — Operations Plan
The underwriting operations, the customer support, the compliance operations and the key operational metrics underpinning Nexora.
Section 15 · Business Plan
Operations Plan
The underwriting operations, the customer support, the compliance operations and the key operational metrics underpinning Nexora.
Underwriting Operations
The automated decisioning spine (fully automated below R250k) keeps
origination cost per funded facility below R850 at scale. A centralised
credit-operations team in Johannesburg handles exceptions, verification
call-backs and fraud referrals, with a target decision turnaround of
under four hours for 90% of applications.
Customer Support
Support is 24/7 and omnichannel, WhatsApp (primary, reflecting SA SME
behaviour), in-app live chat, call centre and named relationship
managers for facilities above R1m. Support tooling surfaces the
customer’s cash-flow health score to agents, converting service contacts
into retention and cross-sell moments. Target service levels: 80% of
WhatsApp queries resolved within 15 minutes; CSAT above 4.5/5.
Compliance Operations
- NCR compliance: affordability assessment records, prescribed
disclosure, complaints handling and statutory returns. - FSCA licensing and conduct-of-business supervision for applicable
product lines. - FICA/AML: risk-based customer due diligence, automated sanctions
and PEP screening, suspicious-transaction reporting. - POPIA: consent architecture, data-subject rights tooling and
information-officer function. - PCI-DSS certification for the card and payments
perimeter.
Key Operational Metrics
| Metric | FY2027 | FY2029 | FY2031 |
|---|---|---|---|
| Applications processed | 14,000 | 160,000 | 620,000 |
| Automation rate (decisions) | 78% | 88% | 93% |
| Cost per funded facility | R2,100 | R1,150 | R820 |
| Support contacts per customer p.a. | 6.2 | 4.1 | 3.0 |
| Headcount (FTE) | 85 | 340 | 820 |
Confidential — this business plan is provided to prospective investors and lenders for evaluation purposes only and may not be reproduced or distributed without the written consent of Nexora Capital (Pty) Ltd.