DAY IN THE LIFE: The team on the frontline of SME support

In an industry often criticised for its impersonal approach to small business finance, Lula is carving out a distinctly different path. A recent conversation with the SME alternative funding and banking provider’s business relationship bankers reveals a fintech operation driven not just by technology, but by genuine human connection and a deep commitment to SME success across South Africa.

Building More Than Just Financial Bridges

“Being able to see businesses grow… being able to see clients achieve their goals through our fintech and funding solutions… that’s the best thing for me,” shares Mika’el Titus, a Business Relationship Banker at Lula, capturing the essence of what motivates Lula’s approach to small business support daily.

The team’s philosophy centres on what they call ‘the art of listening’, a skill they’ve mastered to understand not just the financial needs of South African SMEs, but their deeper aspirations and the unique challenges of operating in local markets. This approach extends far beyond traditional banking relationships.

The Power of Personal Connection in SME Finance

What distinguishes Lula’s approach is their emphasis on human-to-human interaction and building genuine trust with small business owners. Team members describe their work as both “fulfilling and humbling”, particularly when they witness first-hand the impact their services have on businesses that have built themselves from the ground up.

“Transforming [business growth] into success is all about the skill of listening. We have experience in what we do. We’ve mastered that art,” explains Tyrone Ward, part of the business relationship banking team at Lula, highlighting how their expertise combines with their commitment to understanding each SME’s unique journey.

This personal approach reflects broader insights about what South African small businesses need from their financial partners: not just funding, but a genuine understanding of seasonal fluctuations, local market dynamics, and the entrepreneurial challenges specific to the South African context.

A Mission-Driven Approach to SME Empowerment

The conversation reveals a team that sees its work as more than just providing financial services to small businesses. They position themselves as motivators and supporters, helping SME owners believe in their potential and growth ambitions. Titus describes their role as inspiring clients to “believe in themselves and grow their businesses”.

This approach involves understanding the daily challenges that South African SMEs face, using these insights to provide better, more targeted solutions. The deep level of engagement has created what the team describes as a “hub”, a central point where small businesses can find not just funding but genuine support and guidance tailored to their specific needs.

Technology Enabling, Not Replacing, Human Connection

Lula’s model demonstrates how technology can enhance rather than replace the human elements that SMEs value most. Their digital platform provides speed and efficiency, but the relationship-building and trust development happen through genuine human interaction and understanding.

Siphokazi Tyalana, another Business Relationship Banker at Lula, reflects on how working closely with SME owners has been both fulfilling and humbling. Her daily interactions with entrepreneurs building their businesses from the ground up exemplify how the company has built its reputation on combining technological innovation with authentic business relationships.

The Results Speak for SME Success

The team’s enthusiasm becomes evident when discussing client success stories and the appreciation they receive from businesses they’ve supported. Their work spans various types of SME, with particular focus on companies that need funding to reach their next strategic growth phase.

This focus aligns with broader trends in South Africa’s small business sector, where entrepreneurs are increasingly seeking financial partners who understand their industry, their cash flow patterns, and their growth ambitions, not just their revenue figures.

Looking Forward: The Future of SME Support

Lula’s approach represents an evolution in fintech services for small businesses – one that prioritises human connection alongside technological innovation. By focusing on trust-building, active listening, and genuine client relationships, they’re demonstrating that successful SME financial services must maintain a personal touch even in an increasingly digital world.

For South Africa’s small business community, Lula’s model suggests that the most effective fintech solutions come not just from advanced technology, but from teams that genuinely understand and care about SME success stories. In a market where small businesses drive job creation and economic growth, this human-centred approach may well represent the future of business finance.

This article was sponsored by Lula and produced by Media24 Advertising and Content Marketing.