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Manager : Client Care Operations (Chat Support)

Manager : Client Care Operations (Chat Support)

Capitec BankZA
22 days ago
Job description

Job title : Manager : Client Care Operations (Chat Support)

Job Location : Western Cape,

Deadline : November 06, 2025

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Purpose Statement

To be the custodian for operational excellence, and enable an optimal client experience for Capitec Clients in a designated area through :

  • Setting and driving an operational delivery culture.
  • Contributing operational data and insights to guide decision making, and the day-to-day execution of operational strategies.
  • Utilising different tools and methodologies to quantify, measure, track and enhance client experience.
  • Identifying and implementing ways to enhance operational excellence in relation to people, processes, and systems across different teams in the function.

    • Experience

  • At least 4 years’ general experience in an operational team(s) in a Financial Services / Retail environment.
  • 2 years management or leadership experience.
  • Client service / call centre / retail or financial services management experience.
  • Experience in utilising measurement tools and dashboards to inform business decision making.
  • Proven experience in enhancing client experience in a client engagement environment.
  • Function related experience (role specific)

    • Qualifications (Minimum)

  • A relevant tertiary qualification in Business Administration or Management

    • Qualifications (Ideal or Preferred)

  • A relevant degree in Business Administration or Management

    • Knowledge

  • Commercial and business drivers of a financial services / retail environment
  • People management and development practices
  • Call centre / client service environments.
  • Client experience
  • Operational data analytics
  • FAIS regulations (in relevant areas)
  • Collections experience (in relevant areas)

    • Skills

  • Computer Literacy (MS Word, MS Excel, MS Outlook)
  • Interpersonal & Relationship management Skills
  • Leadership Skills
  • Communications Skills
  • Planning, organising and coordination skills
  • Problem solving skills
  • Analytical Skills
  • Decision making skills
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