Manager: Chat Support at Capitec Bank

Purpose Statement

• To manage a function within the Client Engagement team and capacitate the Chat Support team, driving tactical implementation and achievement of the Chat Support business plan and the broader Client Engagement Centre business plan. 

Experience

Minimum:

• 5 yrs+ working experience gained in professional, service orientated environments 
• 3 yrs supervisory experience, supervising 1 level of direct reports 
• Client service principles and practices
• Client relationship management (CRM) concepts 
• Operations management 
• Commercial business knowledge and acumen
• Applied understanding of banking or service technology and infrastructure

Ideal:

• Experience of managing teams in a target/SLA driven landscape.
• Experience gained in a banking/service/retail administration environment
• Capitec Bank experience
• Service support environment
• Capitec Bank policies
• Working knowledge of Capitec Bank's integrated systems, structure, and infrastructure 

Qualifications (Minimum)

• Bachelor's Degree

Qualifications (Ideal or Preferred)

• Honours Degree

Knowledge

Minimum:

• 5 yrs+ working experience gained in professional, service orientated environments 
• 3 yrs supervisory experience, supervising 1 level of direct reports 
• Client service principles and practices
• Client relationship management (CRM) concepts 
• Operations management 
• Commercial business knowledge and acumen
• Applied understanding of banking or service technology and infrastructure

Ideal:

• Experience of managing teams in a target/SLA driven landscape.
• Experience gained in a banking/service/retail administration environment
• Capitec Bank experience
• Service support environment
• Capitec Bank policies
• Working knowledge of Capitec Bank's integrated systems, structure, and infrastructure 

Skills

• Decision making skills
• Interpersonal & Relationship management Skills
• Leadership Skills
• Planning, organising and coordination skills
• Problem solving skills

Conditions of Employment

• Clear criminal and credit record