Specialist: Operational Support at Capitec Bank

Purpose Statement


To improve client experience within the Business Support Centre by ensuring operational readiness for change, leveraging data insights to drive continuous improvement, and reinforcing effective governance across service environments.


Experience
Min:


3 - 4 years' experience in a servicing or fast-paced operational environment
Exposure to operations environment and/or operational reporting environments
Experience using Microsoft Excel (at least intermediate level)
Demonstrated ability to analyse operational data, identify trends, and support improvement initiatives


Ideal:


Exposure to analytical responsibilities, including interpreting data and providing actionable insights
Proven ability to contribute to or support continuous improvement and operational change initiatives


Qualifications (Ideal or Preferred)


Bachelor's Degree in Business Management


Knowledge
Min:


The business environment in the context of service providers.
Client Engagement and Support policies and procedures
Operational support: dialler software, including technical knowledge of business support systems
Understanding of client experience principles and best practices.


Ideal:


Understanding of Capitec Bank's internal environment and processes
Debt collection processes | Credit Risk Management | Retail Credit Industry
National Credit Act (NCA)
Regulations relating to predictive diallers
Contact centre software tools
Technical knowledge of telecom hardware
Exposure to project coordination and tracking deliverables.
Cloud service knowledge on platforms such as AWS connect and Salesforce


Skills


Analytical Skills
Attention to Detail
Communications Skills
Computer Literacy (MS Word, MS Excel, MS Outlook)
Decision making skills
Interpersonal & Relationship management Skills
Numerical Reasoning skills
Planning, organising and coordination skills
Problem solving skills
Reporting Skills


Conditions of Employment


Clear criminal and credit record