AI-Driven Inbound Strategy & Operations Lead

Network Finance; Randburg; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Network Finance is seeking a data-driven operational leader to establish and head a centralised Inbound Operations Centre. You will design governance, implement a unified inbound strategy across channels, and drive performance through scorecards and ongoing improvements.

The role requires 8+ years in contact centre operations, senior management experience, and strong stakeholder influence to transform processes and optimise customer journeys.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Information Systems or related field.
• Postgraduate qualification in related discipline advantageous.

Responsibilities

• Establish and lead a centralised Inbound Operations Centre with governance, procedures, metrics and standards.
• Design and implement a unified inbound contact strategy across channels and business areas.
• Develop and manage inbound service delivery and collections scorecards.
• Drive improvements in inbound conversion, contact rates and operational efficiency.
• Lead workforce planning, forecasting and capacity management initiatives.
• Own inbound demand forecasting, scheduling and intraday management processes.
• Partner with technology teams to enhance IVR, routing and digital engagement capabilities.
• Lead AI-enabled customer engagement initiatives and optimise AI-assisted processes.
• Develop and implement quality assurance, compliance and governance frameworks.
• Establish SOPs, policies and controls across all inbound channels.
• Manage performance reporting and present insights to executive leadership.
• Build and mentor leadership teams and operational managers.
• Drive continuous improvement and automation initiatives.
• Partner with stakeholders to improve customer journeys and business outcomes.
• Manage budgets, business cases and resource planning.

Skills

Operational Leadership

Data Analytics

Stakeholder Mgmt

Commercial Acumen

Contact Centre Ops

Workforce Management

Digital Engagement

AI Enablement

Quality & Compliance

Budget Management

Education

Bachelor's Degree in related field

Postgraduate qualification advantageous

Tools

IVR Systems

CRM Systems

WFM Tools

Job description

Network Finance is seeking a data-driven operational leader to establish and head a centralised Inbound Operations Centre. You will design governance, implement a unified inbound strategy across channels, and drive performance through scorecards and ongoing improvements.

The role requires 8+ years in contact centre operations, senior management experience, and strong stakeholder influence to transform processes and optimise customer journeys.