Team Leader: Operational Analytics (Operations Delivery) at Capitec Bank

Purpose Statement

• To lead a team of Business Analysts within a client-facing Operations Delivery environment by prioritising operational work, driving service performance, and translating insights into practical improvements that enhance delivery outcomes. The role ensures alignment to operational objectives, service standards, and timelines within the Operational System Support function.
• This role sits within the Operations Delivery environment and focuses on leading a team that supports client-facing operations.
• This is not a traditional data analytics or business intelligence role.

The successful candidate will be required to:

• Lead people
• Drive delivery and performance
• Apply insights to improve operational outcomes

Experience
Minimum/Ideal:

• 3-5 years of proven experience leading a team in an operations or service delivery environment (e.g. contact centre, operational support, collections, fraud, etc.)
• Experience applying data and insights to drive operational performance and service delivery improvements
• Minimum 3 years’ experience in leading a team in a fast-moving environment.

Function specific experience: 

• Experience in identifying, quantifying, and providing solutions for business challenges using data or technology.
• Experience identifying operational inefficiencies and implementing improvements
• Ability to translate data insights into practical operational actions
• Experience supporting or enabling service delivery environments through data and process improvement
• Experience in identifying and quantifying business challenges and delivering solutions using data.
• Experience in building data visualizations using tools such as Power BI.
• A good understanding of database management, data warehousing, data mining, and data visualization.

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational in Grade 12 National Certificate
• A relevant tertiary qualification in Business Administration

Qualifications (Ideal or Preferred)

• Bachelor's Degree
• A Relevant Professional Qualification in Business Analysis or Data Analysis

Knowledge

• People/team leadership practices and principles
• Knowledge of performance management within operations (SLA management, queue management, workforce demand, etc.)
• General operations management practices and principles and stakeholder and client management
• Strong understanding of operational environments and service delivery models
• HR principles and processes.
• Client service principles and practices.
• Liaising with 3rd party providers

Function specific knowledge: 

• Proficiency in Amazon Connect for monitoring capabilities and identifying improvement areas through reporting and dashboards
• Operational Process mapping skills
• Ability to drive an environment of innovation and identify opportunities for process automation to enhance efficiency and accuracy
• Proficient in agile project management and Jira.

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Decision making skills
• Interpersonal & Relationship management Skills
• Leadership Skills
• Planning, organising and coordination skills
• Presentation Skills
• Problem solving skills
• Project Management Skills (Methodolgy Specific)
• Reporting Skills