Capitec Bank Ltd | Century City, Western Cape
Posted: 21 January 2026
Capitec Bank is recruiting an experienced Manager: Client Care Operations (Chat Support) to drive operational excellence and exceptional client experience within its client engagement environment. This role is ideal for a strong people leader with a background in financial services, call centres, or retail operations.
Role Purpose
As Manager: Client Care Operations, you will be the custodian of operational excellence, ensuring an optimal client experience by:
- Driving a high-performance operational delivery culture
- Using data, insights, and dashboards to guide decision-making
- Measuring, tracking, and improving client experience outcomes
- Enhancing people, process, and system effectiveness across teams
- Supporting day-to-day execution of operational strategies
Key Responsibilities
- Lead and manage operational teams in a client engagement environment
- Analyse operational and client experience data to improve performance
- Implement continuous improvement initiatives
- Ensure consistent service excellence across chat support operations
- Develop and coach team leaders and staff
Minimum Requirements
- 4+ years operational experience in Financial Services / Retail
- 2+ years management or leadership experience
- Experience in client service, call centre, or financial services management
- Strong background using measurement tools and performance dashboards
- Proven ability to enhance client experience
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Qualifications
Minimum:
- Relevant tertiary qualification in Business Administration or Management
Preferred:
- Degree in Business Administration or Management
Knowledge Areas
- Financial services / retail business drivers
- People management and development
- Call centre and client service operations
- Client experience management
- Operational data analytics
- FAIS regulations (where applicable)
- Collections experience (advantage)
Skills Required
- Leadership and decision-making
- Strong communication and interpersonal skills
- Analytical and problem-solving ability
- Planning, organising, and coordination
- Computer literacy (MS Word, Excel, Outlook)
Conditions of Employment
- Clear criminal and credit record
- Appointment aligned with Employment Equity objectives
About Capitec Bank
Capitec Bank is a leading South African bank focused on simplicity, transparency, and client-first service.
Capitec Bank Limited
- FSP: 46669
- NCR Credit Provider: NCRCP13
- Registration No: 1980/003695/06