Team Leader: Client Care at Capitec Bank

Purpose Statement

• To manage and lead a team to optimally deliver on set organisational, departmental, and operational objectives, ensuring that an exceptional client experience is achieved and that all set policies, regulatory requirements, and operational processes are implemented, followed, and adhered to.

Experience

Minimum:

• Minimum of 3 -5 years’ experience in a banking, retail, finance, client service environment. 

Ideal:

• Previous people leadership experience
• Contact Centre experience and/or function relevant experience (role specific)

Qualifications (Minimum)

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

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification in Commerce or Management

Knowledge

Minimum:

• General office systems 

Ideal:

Capitec Bank policies, including:

• Disciplinary code and procedures
• KPA procedures and policies
• Adherence policies
• On line and cell phone banking process and technical frameworks (role specific)
• Capitec banking system
• Client relationship principles and environment
• Liaising with 3rd party providers (role specific)
• Working knowledge of legislation relevant to banking environment (i.a.FICA, National Credit Act (NCA), Consumer Protection Act (CPA), Protection of Personal Information Act (POPI), Credit Granting Policy (CGP) (role spefic)

Skills

• Communications Skills
• Leadership Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Attention to Detail
• Planning, organising and coordination skills
• Problem solving skills
• Analytical Skills

Conditions of Employment

• Clear criminal and credit record
• Willing to work regular shifts or weekends or rotational standbys