Manager Client Care Operations (Chat Support)

Capitec; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading banking institution in Cape Town seeks energetic and self-motivated individuals for an operational role aimed at enhancing client experience. This position demands at least 4 years of operational experience in financial services or retail, including 2 years in leadership. The successful candidate will be responsible for setting operational excellence standards and employing data analytics to support decision-making. Join a passionate team dedicated to exceptional client service and operational success.

Qualifications

• At least 4 years’ general experience in an operational team(s) in a Financial Services / Retail environment.
• 2 years management or leadership experience.
• Client service / call centre / retail or financial services management experience.
• Experience in utilising measurement tools and dashboards to inform business decision making.
• Proven experience in enhancing client experience in a client engagement environment.

Responsibilities

• Custodian for operational excellence and optimal client experience.
• Set and drive an operational delivery culture.
• Contribute operational data and insights for decision making.

Skills

Computer Literacy (MS Word, MS Excel, MS Outlook)

Interpersonal & Relationship Management Skills

Leadership Skills

Communications Skills

Planning, Organising and Coordination Skills

Problem Solving Skills

Analytical Skills

Decision Making Skills

Education

Relevant tertiary qualification in Business Administration or Management

Relevant degree in Business Administration or Management

Job description

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• Please contact the relevant Talent Acquisition Specialist, should you have any difficulties with uploading your referral on Success Factors.

We're On The Lookout For Energetic, Self-motivated Individuals Who Share Our Passion For Service In The Banking Industry.

To Be Part Of The Journey, Follow The Steps Below

• To see what life at Capitec is all about and complete a short assessment, please click here!
• Once you have completed the above finalize your application by clicking apply below

Purpose Statement

• To be the custodian for operational excellence, and enable an optimal client experience for Capitec Clients in a designated area through:
  • Setting and driving an operational delivery culture.
  • Contributing operational data and insights to guide decision making, and the day‑to‑day execution of operational strategies.
  • Utilising different tools and methodologies to quantify, measure, track and enhance client experience.
  • Identifying and implementing ways to enhance operational excellence in relation to people, processes, and systems across different teams in the function.

Experience

• At least 4 years’ general experience in an operational team(s) in a Financial Services / Retail environment.
• 2 years management or leadership experience.
• Client service / call centre / retail or financial services management experience.
• Experience in utilising measurement tools and dashboards to inform business decision making.
• Proven experience in enhancing client experience in a client engagement environment.
• Function related experience (role specific)

Qualifications (Minimum)

• A relevant tertiary qualification in Business Administration or Management

Qualifications (Ideal Or Preferred)

• A relevant degree in Business Administration or Management

Knowledge

• Commercial and business drivers of a financial services / retail environment
• People management and development practices
• Call centre / client service environments.
• Client experience
• Operational data analytics
• FAIS regulations (in relevant areas)
• Collections experience (in relevant areas)

Skills

• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Interpersonal & Relationship management Skills
• Leadership Skills
• Communications Skills
• Planning, organising and coordination skills
• Problem solving skills
• Analytical Skills
• Decision making skills

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.