Manager: Client Care Operations

Capitec Ltd; Johannesburg; Sur place; ZAR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Capitec Ltd. seeks an experienced Operations Manager: Client Care to lead a large-scale client service environment, driving operational excellence and superior customer experiences in a fast-paced setting.

The role requires a strategic leader with background in customer operations, contact centre management, or client service environments, capable of delivering sustainable business performance while engaging and developing teams across the organisation.

Qualifications

• Minimum 5 years in client care or customer operations with at least 2 years in management.
• Experience leading large teams and senior stakeholders.
• Strong knowledge of service levels, quality, and efficiency metrics.

Responsabilités

• 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.
• Analyze operational performance data to inform business decisions.
• Build a high-performance culture through coaching and leadership.
• Collaborate with stakeholders to enhance customer outcomes.

Connaissances

Contact Centre Operations

Customer Service Operations

Client Experience Environments

Retail Banking Operations

Financial Services Operations

Leadership

Performance Metrics

Formation

Business Administration or Management

Description du poste

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.

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:
  • Contact Centre Operations
  • 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