Posted on: 07 January 2024
ID 897293

Manager: Client Care

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

Minimum:
  • At least 4 years general experience in an operational team(s) in a Financial Services / Retail environment.
  • 2 years management or leadership experience.
  • Proven 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.
  • Insurance claims experience (in relevant areas
Ideal:

  • 4+ years experience in managing and leading an operational team in a Financial Services environment.
  • 2+ years experience in leading / managing teams.
  • Area-specific experience (Service support / Sales / etc.)
Qualifications (Minimum)

  • A relevant tertiary qualification in Business Administration or Management
Qualifications (Ideal Or Preferred)

  • A relevant post-graduate qualification in Business Administration or Management
Knowledge

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)
Ideal:

  • Capitec Bank policies and procedures
  • South African banking environment
  • Banking legislation
  • HR procedures
  • Call centre or retail/financial client facing service environments.
  • Call Centre technologies
  • Data visualisation tools
Skills

  • Analytical Skills
  • Communications Skills
  • Computer Literacy (MS Word, MS Excel, MS Outlook)
  • Planning, organising and coordination skills
  • Problem solving skills
Conditions of Employment

  • Clear criminal and credit record
Occupation:
Finance jobs


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