Team Leader: Quality Assurance & Insights - Operational Delivery

Capitec Client Care; Bellville; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading South African bank is seeking a team leader for Operational System Support in Bellville. The role requires 3-5 years of quality management experience and a strong focus on team leadership. Ideal candidates will have relevant qualifications in Business Administration or Project Management and experience with Amazon Connect. This position offers a dynamic work environment focused on service excellence.

Qualifications

• 3 - 5 years’ experience in Quality management or a related field.
• 3 years’ experience in leading a team in a fast-paced environment.

Responsibilities

• Lead a designated functional team in Operational System Support.
• Oversee work within the Business Support Center.
• Provide subject matter expertise that influences decision making.

Skills

Analytical Skills

Attention to Detail

Communication Skills

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

Decision making skills

Influencing Skills

Interpersonal & Relationship management Skills

Leadership Skills

Negotiation skills

Planning, organising and coordination skills

Presentation Skills

Problem solving skills

Project Management Skills (Methodology Specific)

Reporting Skills

Education

Grade 12 National Certificate / Vocational

A relevant qualification in Business Administration or Project Management

Tools

Amazon Connect

Job description

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Date: 8 Aug 2025

Location: Bellville, Western Cape, ZA

Company: Capitec Bank Ltd

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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:

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• Once you have completed the above finalize your application by clicking apply below
  
  

Purpose Statement

To lead a designated functional team in Operational System Support, prioritising and overseeing work within the Business Support Center and provide subject matter expertise and actionable insights that will influence decision making and improve service delivery across BSC that are aligned with the objectives, plans, processes and standards of the Operational System Support Department.

Experience

Minimum/Ideal

• Minimum of 3 - 5 years’ experience in Quality management or a relative field in an Innovative environment.
• Minimum 3 years’ experience in leading a team in a fast-paced environment.
  
  

Function Specific Experience

• Stakeholder relationship engagement and management
• Responsible for delivery in a high performing, continuous development environment
• Experience in managing large teams and complex projects
• Proficiency in Amazon Connect or related speech analytics tools
  
  

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational
• A relevant qualification in Business Administration or Project Management
  
  

Qualifications (Ideal Or Preferred)

• Bachelor's Degree in AWS Data Analytics Speciality or Project Management
• A relevant degree in Information Technology
  
  

Knowledge

Minimum/Ideal

• Regulatory requirements, compliance standards in an operational environment
• Basic data analytics
• People/team leadership practices and principles
• General operations management practices and principles and stakeholder and client management
• HR principles and processes.
• Client service principles and practices.
• Liaising with 3rd party providers
  
  

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Decision making skills
• Influencing Skills
• Interpersonal & Relationship management Skills
• Leadership Skills
• Negotiation skills
• Planning, organising and coordination skills
• Presentation Skills
• Problem solving skills
• Project Management Skills (Methodolgy Specific)
• Reporting Skills
  
  

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.

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