Manager Client Service Operations
Date: 21 Jan 2025
Location: Johannesburg, GT, ZA
Company: Capitec Bank Ltd
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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:
1. To see what life at Capitec is all about and complete a short assessment, please click here!
2. Once you have completed the above finalize your application by clicking apply below
Purpose Statement
- To be the custodian for operational excellence, and enable an optimal client experience for Capitec Clients in a designated area through:
- Setting and driving an operational delivery culture.
- Contributing operational data and insights to guide decision making, and the day-to-day execution of operational strategies.
- Utilising different tools and methodologies to quantify, measure, track and enhance client experience.
- Identifying and implementing ways to enhance operational excellence in relation to people, processes, and systems across different teams in the function.
Experience
Minimum:
- At least 4 years’ general experience in an operational team(s) in a Financial Services / Retail environment.
- 2 years management or leadership experience.
- Client service / call centre / retail or financial services management experience.
- Experience in utilising measurement tools and dashboards to inform business decision making.
- Proven experience in enhancing client experience in a client engagement environment.
- Function related experience (role specific)
Ideal:
- Experience in Chat Support
Qualifications (Minimum)
- A relevant tertiary qualification in Business Administration or Management
Qualifications (Ideal or Preferred)
- A relevant degree in Business Administration or Management
Knowledge
- Commercial and business drivers of a financial services / retail environment
- People management and development practices
- Call centre / client service environments.
- Client experience
- Operational data analytics
- FAIS regulations (in relevant areas)
- Collections experience (in relevant areas)
Skills
- Computer Literacy (MS Word, MS Excel, MS Outlook)
- Interpersonal & Relationship management Skills
- Leadership Skills
- Communications Skills
- Planning, organising and coordination skills
- Problem solving skills
- Analytical Skills
- Decision making skills
Conditions of Employment
- Clear criminal and credit record
Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.