Team Leader : Quality Assurance & Insights - Operational Delivery

Capitec Bank; Cape Town; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading financial institution is looking for a Team Leader in Quality Assurance & Insights. The role involves leading a functional team in Operational System Support and providing insights to improve service delivery. Ideal candidates should have 3-5 years of experience in quality management and proven team leadership skills in a fast-paced environment. A relevant qualification in Business Administration or Project Management is required, with preference for candidates holding a Bachelor's degree in related fields.

Qualifications

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

Responsibilities

• Lead a functional team in Operational System Support.
• Prioritise and oversee work within the Business Support Center.
• Provide subject matter expertise and actionable insights.
• Manage stakeholder relationships.

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 (Methodology Specific)

Reporting Skills

Education

Grade 12 National Certificate / Vocational

Relevant qualification in Business Administration or Project Management

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

Relevant degree in Information Technology

Job description

Job title : Team Leader : Quality Assurance & Insights - Operational Delivery

Job Location : Western Cape, Bellville Deadline : December 18

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 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
• ICT jobs