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Manager : Client Care Operations

Manager : Client Care Operations

Capitec Bank LtdGauteng, South Africa
4 days ago
Job description

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.

    • 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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    Client Manager • Gauteng, South Africa