Team Leader : Quality Assurance & Insights - Operational Delivery

Capitec Bank; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading bank in South Africa is seeking a Team Leader for Quality Assurance & Insights within Operational Delivery. This role involves overseeing a functional team, prioritizing tasks within the Business Support Center, and improving service delivery through actionable insights. Ideal candidates should have 3-5 years of experience in quality management and team leadership in a fast-paced environment, along with appropriate qualifications. Strong analytical and leadership skills are essential for success in this position.

Qualifications

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

Responsibilities

• Lead the functional team in Operational System Support.
• Oversee work within the Business Support Center.
• Provide actionable insights to influence decision-making.

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

Location

Western Cape, Bellville

Application 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 / 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 (Methodology Specific)
• Reporting Skills