Manager: Client Care Operations at Capitec Bank

• Are you passionate about delivering exceptional customer experiences and leading high-performing service teams?
• We're looking for an experienced Operations Manager: Client Care to lead a large-scale client service environment, ensuring operational excellence, customer satisfaction, and sustainable business performance.
• This role is ideal for a strategic leader with a strong background in customer operations, contact centre management, or client service environments who thrives in fast-paced, customer-focused businesses.

Purpose of the Role

• The Operations Manager will be responsible for leading and optimising the Client Care operation, ensuring seamless service delivery, exceptional customer experiences, and high levels of employee engagement while achieving operational and strategic business objectives.

What You'll Be Doing

• Leading multiple teams within a high-volume Client Care environment.
• Driving customer service excellence and operational efficiency.
• Ensuring service level, productivity, quality, and customer satisfaction targets are achieved.
• Identifying opportunities to improve customer journeys and service processes.
• Managing operational risks, escalations, and service-related challenges.
• Analysing operational performance data to inform business decisions.
• Building a high-performance culture through coaching, development, and leadership.
• Collaborating with business stakeholders to enhance customer outcomes.

What We're Looking For

• 5 years’ experience with at least 2 years management experience within:
• Contact Centre Operations
• Customer Service Operations
• Client Experience Environments
• Retail Banking Operations
• Financial Services Operations
• Proven experience managing leaders and large operational teams.
• Strong knowledge of operational performance metrics and workforce management principles.

Qualifications (Minimum)

• A relevant tertiary qualification in Business Administration or Management

Success in This Role Looks Like

• Exceptional customer satisfaction outcomes.
• High-performing engaged teams.
• Consistent operational delivery against key business targets.
• Improved customer journeys and service efficiencies.
• Strong stakeholder relationships across the business.