Specialist: Operational Support at Capitec Bank

Purpose Statement

• To improve client experience within the Business Support Centre by ensuring operational readiness for change, leveraging data insights to drive continuous improvement, and reinforcing effective governance across service environments.

Experience
Min:

• 3–4 years’ experience in a servicing or fast-paced operational environment
• Exposure to operations environment and/or operational reporting environments
• Experience using Microsoft Excel (at least intermediate level)
• Demonstrated ability to analyse operational data, identify trends, and support improvement initiatives

Ideal:

• Exposure to analytical responsibilities, including interpreting data and providing actionable insights
• Proven ability to contribute to or support continuous improvement and operational change initiatives

Qualifications (Ideal or Preferred)

• Bachelor's Degree in Business Management

Knowledge
Min: 

• The business environment in the context of service providers.
• Client Engagement and Support policies and procedures
• Operational support: dialler software, including technical knowledge of business support systems
• Understanding of client experience principles and best practices. 

Ideal: 

• Understanding of Capitec Bank's internal environment and processes
• Debt collection processes | Credit Risk Management | Retail Credit Industry
• National Credit Act (NCA)
• Regulations relating to predictive diallers
• Contact centre software tools
• Technical knowledge of telecom hardware
• Exposure to project coordination and tracking deliverables.
• Cloud service knowledge on platforms such as AWS connect and Salesforce

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Decision making skills
• Interpersonal & Relationship management Skills
• Numerical Reasoning skills
• Planning, organising and coordination skills
• Problem solving skills
• Reporting Skills

Conditions of Employment

• Clear criminal and credit record