Performance Manager: Client Care at Capitec Bank

Purpose Statement
To develop and implement policies, procedures, guidelines and tools to support managers and key stakeholders throughout the performance management process in a designated area.

Experience
Minimum:

• Minimum 3 years’ relevant supervisory experience, in a service orientated environment 
• Steering and driving performance against targets and service levels in a team   

Ideal:

• Capitec Bank experience
• Banking/financial services environment

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational in Grade 12 National Certificate

Qualifications (Ideal or Preferred)

• Diploma in Business Administration or Management

Knowledge
Minimum:

• People performance and motivation principles and methods
• Performance management contracting
• Quality assurance (QA)
• Customer relationship management (CRM) concepts 
• Resource management and planning 

Ideal:

• People management principles, standards and processes 
• Financial services environment
• Capitec Bank policies, including performance management contracting 
• Working knowledge of Capitec Bank's integrated systems, structure and infrastructure 
• Continuous improvement concepts and principles 

Skills

• Communications Skills
• Analytical Skills
• Interpersonal & Relationship management Skills
• Planning, organising and coordination skills

Competencies

• Delivering Results and Meeting Customer Expectations
• Working with People
• Creating and Innovating
• Deciding and Initiating Action
• Adapting and Responding to Change
• Analysing
• Persuading and Influencing
• Planning and Organising
• Leading and Supervising
• Writing and Reporting
• Coping with Pressures and Setbacks

Conditions of Employment

• Clear criminal and credit record