Senior Client Care Operations Leader

Capitec Ltd; Johannesburg; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

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.

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

Skills

Contact Centre Operations

Customer Service Operations

Client Experience Environments

Retail Banking Operations

Financial Services Operations

Leadership

Performance Metrics

Education

Business Administration or Management

Job description

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.