Team Leader: Customer Resolution at Capitec Bank

Purpose Statement

• To lead the team to ensure an efficient and streamlined service support unit in relation to the account maintenance focusing on sustainable value, optimal productivity and end-to-end customer satisfaction.

Experience

• 5 years’ experience in a banking environment with some leadership or management experience
• Leading or providing oversight of a process/detail/administrative team in a regulated environment
• In an environment which required validating work 
• Stakeholder engagement

  Ideal:

• 2 – 3 years team leader/ supervisory experience
• In an environment where FIC regulations are imperatives

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• Bachelor's Degree in Finance

Knowledge

• Financial systems & procedures
• People management practices and principles
• Business acumen
• Stakeholder engagement
• Banking/ Financial Services landscape and products
• Customer service principles and practice
• Business communication and presenting of information
• Delegation and conflict management

Ideal:

• Capitec Bank environment and products
• Rules relating to Bankserv, PCH, SARB and all legislative requirements
• Computer literacy: MS Office Suite (intermediate), Call Centre system & reporting, BaNCS, Debit Card (Postilian), Credit Card Prime & On-line systems

Skills

• Communications Skills
• Interpersonal & Relationship management Skills
• Leadership Skills
• Decision making skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)