Manager: Client Care Operations (Chat Support) at Capitec Bank

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

• 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)

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