Manager: Complaint Management
Date: 14 Oct 2024
Location: Sandton, 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.
Join Us in Becoming the Best Bank in the World!!
We appoint energized and motivated people for their potential and continuously look for talented, driven individuals to help us innovate and evolve. That is why we focus on finding the right people for the right jobs. We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud of and earns the trust of our clients.
Who We Are
We are a bank, but we’re much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable, and delivered through a personal experience. By helping our clients manage their financial lives better, we enable them to live better.
Why choose Us
At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first, act with Energy and take Ownership. And to support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow.
About the role
You would drive tactical implementation of the BSC business plan by effectively leading and capacitating teams in the designated department.
Key Performance Areas:
People Management
- To lead people in the designated department as per the Capitec leadership behavioral framework, viz Care, Inspire, Empower and Develop
Operational Efficiencies
- To set and achieve operational targets / business objectives
- To drive and implement continuous improvement initiatives
Financial Management and Reporting
- To set and track Opex budget
- To report financial performance against agreed financial budgets and targets (role specific)
Client Experience
- To create brand advocates by creating a client-centric culture and achieving a world-class service
- To share improvement insights as opportunities for continuously improving the client experience
Experience
Minimum:
Minimum of 3-5 years’ relevant team leadership experience, ideally in a banking/administration/retail administration environment
Ideal:
Capitec Bank experience
5+ years’ proven experience in Complaint Management / Client Interaction Management / Client Experience environment
5+ years’ experience in managing / leading a team of specialists within an agile environment.
Qualifications (Minimum)
- Bachelor's Degree
Qualifications (Ideal or Preferred)
- Bachelor's Degree
Knowledge
Minimum:
- Management principles
- Client service
- Operations management
Ideal:
- Capitec Bank policies
- Capitec banking system
- Working knowledge of Capitec Bank's integrated systems, structure and infrastructure
Skills
- Leadership Skills
- Management skills
- Interpersonal & Relationship management Skills
- Problem solving skills
- Planning, organising and coordination skills
Competencies
- Care and passion for our people (Departmental Contributor)
- Earn and extend trust (Departmental Contributor)
- Simplify and make it easy (Departmental Contributor)
- Drive innovation mindset (Departmental Contributor)
- Lead with the "Why" (Departmental Contributor)
- Attract and relentlessly develop people (Departmental Contributor)
- Make decisions - faster and smarter (Departmental Contributor)
- Inspire optimism and persistence (Departmental Contributor)
Conditions of Employment
- Clear criminal and credit record
- Willingness to work flexible hours (including Saturdays and Public Holidays)
Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.