- 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.
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
- 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.)
- A relevant tertiary qualification in Business Administration or Management
- A relevant post-graduate qualification 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)
- 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
- Analytical Skills
- Communications Skills
- Computer Literacy (MS Word, MS Excel, MS Outlook)
- Planning, organising and coordination skills
- Problem solving skills
- Clear criminal and credit record
