Manager: Client Care Operations

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

Purpose Statement

We\'re Looking for a Client-Centric Leader

Are you passionate about delivering exceptional customer experiences and leading high-performing service teams?

We\'re looking for an experienced Operations Manager: Client Care to lead a large-scale client service environment, ensuring operational excellence, customer satisfaction, and sustainable business performance.

This role is ideal for a strategic leader with a strong background in customer operations, contact centre management, or client service environments who thrives in fast-paced, customer-focused businesses.

Purpose of the Role

The Operations Manager will be responsible for leading and optimising the Client Care operation, ensuring seamless service delivery, exceptional customer experiences, and high levels of employee engagement while achieving operational and strategic business objectives.

What You\'ll Be Doing

• Leading multiple teams within a high-volume Client Care environment.


• Driving customer service excellence and operational efficiency.


• Ensuring service level, productivity, quality, and customer satisfaction targets are achieved.


• Identifying opportunities to improve customer journeys and service processes.


• Managing operational risks, escalations, and service-related challenges.


• Analysing operational performance data to inform business decisions.


• Building a high-performance culture through coaching, development, and leadership.


• Collaborating with business stakeholders to enhance customer outcomes.

What We\'re Looking For

• 5years’ experience with at least 2 years management experience within:


• Customer Service Operations


• Client Experience Environments


• Retail Banking Operations


• Financial Services Operations


• Proven experience managing leaders and large operational teams.


• Strong knowledge of operational performance metrics and workforce management principles.

Qualifications (Minimum)

• A relevant tertiary qualification in Business Administration or Management

Success in This Role Looks Like

• Exceptional customer satisfaction outcomes.


• High-performing engaged teams.


• Consistent operational delivery against key business targets.


• Improved customer journeys and service efficiencies.


• Strong stakeholder relationships across the business.

Why Join Us?

Join an innovative organisation where customer experience is at the centre of everything we do. You\'ll have the opportunity to influence service strategy, lead talented teams, and make a meaningful impact on our clients\' experiences every day.

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.

Capitec Bank is an authorised financial services provider (FSP 46669) and registered credit provider (NCRCP13). Capitec Bank Limited Reg. No: 1980/003695/06