Manager: Client Care Operations (Chat Support)

Are you an experienced leader with a passion for exceptional client service and operational excellence? Capitec Bank is looking for a dynamic Manager to oversee our Client Care Operations, specifically focusing on Chat Support, in Milnerton, Western Cape.

Join Capitec, a bank committed to diversity and simplifying banking, where you’ll drive an optimal client experience and operational efficiency for our valued clients.

Before You Apply:

Capitec requires all applicants to complete a short assessment to see what life at Capitec is all about. Please click here to start your assessment. Once you have completed it, return to this page to finalize your job application.

About the Role

As the Manager of Client Care Operations (Chat Support), you will be the key driver of operational excellence and an outstanding client experience for Capitec clients. Your responsibilities will include:

• Setting and fostering a high-performance operational culture.
• Providing valuable operational data and insights to inform decisions and daily strategy execution.
• Using various tools and methods to measure, track, and improve the client experience.
• Finding and implementing improvements for operational excellence across people, processes, and systems within your teams.

Minimum Requirements

Experience:

• At least 4 years of general experience working in operational teams within a Financial Services or Retail environment.
• A minimum of 2 years in a management or leadership role.
• Specific management experience in client service, call centre, retail, or financial services.
• Demonstrated experience using measurement tools and dashboards to support business decisions.
• Proven track record of improving client experience in client engagement settings.
• Relevant role-specific functional experience.

Qualifications:

• Minimum: A relevant tertiary qualification (Diploma/Certificate) in Business Administration or Management.
• Ideal/Preferred: A relevant Bachelor’s degree in Business Administration or Management.

Knowledge:

You should have solid understanding of:

• Commercial and business drivers within a financial services or retail setting.
• Effective people management and development practices.
• Call centre and client service environments.
• Principles and practices of client experience management.
• Operational data analytics.
• Relevant FAIS regulations.
• Collections experience (where applicable).

Skills:

We are looking for someone with strong:

• Computer literacy (Microsoft Word, Excel, Outlook).
• Interpersonal and Relationship Management skills.
• Leadership abilities.
• Communication skills (verbal and written).
• Planning, Organising, and Coordination capabilities.
• Problem-solving skills.
• Analytical skills.
• Decision-making abilities.

Important Note

All applicants must have a clear criminal and credit record to be considered for this position.

Capitec is dedicated to fostering diversity, and appointments will be made in line with our employment equity goals where feasible.