Team Leader: Operational Analytics (Operations Delivery) at Capitec Bank

Purpose Statement


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.
This role sits within the Operations Delivery environment and focuses on leading a team that supports client-facing operations.
This is not a traditional data analytics or business intelligence role.


The successful candidate will be required to:


Lead people
Drive delivery and performance
Apply insights to improve operational outcomes


Experience
Minimum/Ideal:


3-5 years of proven experience leading a team in an operations or service delivery environment (e.g. contact centre, operational support, collections, fraud, etc.)
Experience applying data and insights to drive operational performance and service delivery improvements
Minimum 3 years' experience in leading a team in a fast-moving environment.


Function specific experience:


Experience in identifying, quantifying, and providing solutions for business challenges using data or technology.
Experience identifying operational inefficiencies and implementing improvements
Ability to translate data insights into practical operational actions
Experience supporting or enabling service delivery environments through data and process improvement
Experience in identifying and quantifying business challenges and delivering solutions using data.
Experience in building data visualizations using tools such as Power BI.
A good understanding of database management, data warehousing, data mining, and data visualization.


Qualifications (Minimum)


Grade 12 National Certificate / Vocational in Grade 12 National Certificate
A relevant tertiary qualification in Business Administration


Qualifications (Ideal or Preferred)


Bachelor's Degree
A Relevant Professional Qualification in Business Analysis or Data Analysis


Knowledge


People/team leadership practices and principles
Knowledge of performance management within operations (SLA management, queue management, workforce demand, etc.)
General operations management practices and principles and stakeholder and client management
Strong understanding of operational environments and service delivery models
HR principles and processes.
Client service principles and practices.
Liaising with 3rd party providers


Function specific knowledge:


Proficiency in Amazon Connect for monitoring capabilities and identifying improvement areas through reporting and dashboards
Operational Process mapping skills
Ability to drive an environment of innovation and identify opportunities for process automation to enhance efficiency and accuracy
Proficient in agile project management and Jira.


Skills


Analytical Skills
Attention to Detail
Communications Skills
Computer Literacy (MS Word, MS Excel, MS Outlook)
Decision making skills
Interpersonal & Relationship management Skills
Leadership Skills
Planning, organising and coordination skills
Presentation Skills
Problem solving skills
Project Management Skills (Methodolgy Specific)
Reporting Skills