Client Care Operations Leader

Capitec Bank Ltd.; Johannesburg; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Capitec Bank Ltd. is seeking an experienced Operations Manager: Client Care to lead and optimise a large-scale client service operation.

You will drive exceptional customer experiences, ensure service delivery excellence, and engage employees across multiple teams in a fast-paced banking environment. The role requires a proven ability to manage high-volume operations, align with business objectives, and coach leaders toward sustained performance.

Qualifications

• 5 years’ experience with at least 2 years management experience within Customer Service Operations.
• Experience leading large, high-volume client care teams.
• Strong knowledge of service levels, productivity, quality and customer satisfaction targets.

Responsibilities

• Lead multiple teams within a high-volume Client Care environment.
• Drive customer service excellence and operational efficiency.
• Ensure service level, productivity, quality and customer satisfaction targets are achieved.
• Identify opportunities to improve customer journeys and service processes.
• Manage operational risks, escalations and service-related challenges.
• Analyse operational performance data to inform business decisions.
• Build a high-performance culture through coaching, development and leadership.
• Collaborate with business stakeholders to enhance customer outcomes.

Skills

Leadership

Customer Service Operations

Workforce management

Stakeholder management

Coaching

Education

Relevant tertiary qualification in Business Administration or Management

Job description

Capitec Bank Ltd. is seeking an experienced Operations Manager: Client Care to lead and optimise a large-scale client service operation.

You will drive exceptional customer experiences, ensure service delivery excellence, and engage employees across multiple teams in a fast-paced banking environment. The role requires a proven ability to manage high-volume operations, align with business objectives, and coach leaders toward sustained performance.