Team Leader: Quality Assurance & Insights - Operational Delivery

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

Job summary

A financial institution is seeking a leader for their Operational System Support team. The role involves managing a high-performance environment, overseeing team performance, and providing actionable insights. Candidates should have a strong background in quality management and experience leading teams. Ideal qualifications include a degree in relevant fields and proficiency in analytical tools like Amazon Connect. This role offers an opportunity to influence significant operational decisions.

Qualifications

• Minimum of 3 - 5 years’ experience in Quality management or related field.
• Minimum 3 years’ experience in leading a team in a fast-paced environment.
• Experience in managing large teams and complex projects.

Responsibilities

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

Skills

Analytical Skills

Attention to Detail

Communication Skills

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

Decision Making Skills

Leadership Skills

Project Management Skills (Methodology Specific)

Problem Solving Skills

Education

Grade 12 National Certificate / Vocational

Bachelor's Degree in AWS Data Analytics Speciality or Project Management

A relevant degree in Information Technology

Tools

Amazon Connect

Job description

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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.