About this role
<p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><b>Apply by</b>: </span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#2980b9"><b>We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:</b></span></span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">1. To see what life at Capitec is all about and complete a short assessment, please <a href="https://talentcentral.eu.shl.com/player/link/01567683b48a40db872c19bb2f07ba9e"><u><b>click here!</b></u></a></span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">2. Once you have completed the above finalize your application by clicking apply below.</span></span></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Purpose Statement</b></H2> </div><div><div><span style="font-size:10.0pt">To lead a team of Business Analysts within a client-facing Operations Delivery environment by prioritising operational work, driving service performance, and translating insights into practical improvements that enhance delivery outcomes. The role ensures alignment to operational objectives, service standards, and timelines within the Operational System Support function.<br></span> <div> <p><span style="font-size:10.0pt">This role sits within the <strong>Operations Delivery environment</strong> and focuses on leading a team that supports client-facing operations.</span></p> <p><span style="font-size:10.0pt"><strong>This is not a traditional data analytics or business intelligence role.</strong></span><br><span style="font-size:10.0pt">The successful candidate will be required to:</span></p> <ul> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Lead people</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Drive delivery and performance</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Apply insights to improve operational outcomes</span></li> </ul> </div> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Experience</b></H2> </div><div><p><span style="font-size:10.0pt"><strong>Minimum/Ideal:</strong></span></p> <ul> <li style="font-size:10.0pt"><span style="font-size:10.0pt">3-5 years of proven experience leading a team in an <strong>operations or service delivery environment</strong> (e.g. contact centre, operational support, collections, fraud, etc.)</span></li> <li style="font-size:10.0pt"> <div><span style="font-size:10.0pt">Experience applying data and insights <strong>to drive operational performance and service delivery improvements</strong></span></div> </li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Minimum 3 years’ experience in leading a team in a fast-moving environment.</span></li> </ul> <p><span style="font-size:10.0pt"><strong>Function specific experience</strong>: </span></p> <ul> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Experience in identifying, quantifying, and providing solutions for business challenges using data or technology.</span></li> <li style="font-size:10.0pt"> <div><span style="font-size:10.0pt">Experience identifying operational inefficiencies and implementing improvements</span></div> </li> <li style="font-size:10.0pt"> <div><span style="font-size:10.0pt">Ability to translate data insights into <strong>practical operational actions</strong></span></div> </li> <li style="font-size:10.0pt"> <div><span style="font-size:10.0pt">Experience supporting or enabling <strong>service delivery environments through data and process improvement</strong></span></div> </li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Experience in identifying and quantifying business challenges and delivering solutions using data.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Experience in building data visualizations using tools such as Power BI.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">A good understanding of database management, data warehousing, data mining, and data visualization.</span><br><span style="font-size:10.0pt"> </span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications (Minimum)</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Grade 12 National Certificate / Vocational in Grade 12 National Certificate </li><li>A relevant tertiary qualification in Business Administration </li></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications (Ideal or Preferred)</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Bachelor's Degree </li><li>A Relevant Professional Qualification in Business Analysis or Data Analysis </li></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Knowledge</b></H2> </div><div><ul> <li style="font-size:10.0pt"><span style="font-size:10.0pt">People/team leadership practices and principles</span></li> <li style="font-size:10.0pt"> <div> <p><span style="font-size:10.0pt">Knowledge of <strong>performance management within operations (SLA management, queue management, workforce demand, etc.)</strong></span></p> <p> </p> </div> </li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">General operations management practices and principles and stakeholder and client management</span></li> <li style="font-size:10.0pt"> <div><span style="font-size:10.0pt">Strong understanding of <strong>operational environments and service delivery models</strong></span></div> </li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">HR principles and processes.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Client service principles and practices.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Liaising with 3rd party providers</span></li> </ul> <p><span style="font-size:10.0pt"><strong>Function specific knowledge</strong>: </span></p> <ul> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Proficiency in Amazon Connect for monitoring capabilities and identifying improvement areas through reporting and dashboards</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Operational Process mapping skills</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Ability to drive an environment of innovation and identify opportunities for process automation to enhance efficiency and accuracy</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Proficient in agile project management and Jira.</span><br><span style="font-size:10.0pt"> </span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Skills</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Analytical Skills </li><li>Attention to Detail </li><li>Communications Skills </li><li>Computer Literacy (MS Word, MS Excel, MS Outlook) </li><li>Decision making skills </li><li>Interpersonal & Relationship management Skills </li><li>Leadership Skills </li><li>Planning, organising and coordination skills </li><li>Presentation Skills </li><li>Problem solving skills </li><li>Project Management Skills (Methodolgy Specific) </li><li>Reporting Skills </li></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Conditions of Employment</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Clear criminal and credit record </li></ul></div></div><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><em>Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.</em></span></span></p>