Collections Operations Lead – Customer Experience & Compliance

Concentrix; Cape Town; On-site; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

On-site facilities

Pension plans

Medical aid

Annual leave 32 days

EAP

Life insurance

ESPP

Job summary

Concentrix in Cape Town seeks an Operations Manager to lead day-to-day service delivery for a financial services client, focusing on personal loans and credit products. You will drive customer experience, compliance, and performance across teams while building strong client partnerships.

You will coach Team Leaders, manage KPIs, and champion continuous improvement in a fast-paced environment. This role offers attractive benefits and stability with a global employer.

Qualifications

• At least 2 years' experience as an Operations Manager.
• Experience in UK Financial Services, particularly in collections.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Ability to drive performance and manage multiple priorities.

Responsibilities

• Lead day-to-day Collections operations, delivering strong customer, quality, productivity and compliance outcomes.
• Own performance against KPIs and SLAs, using data and insight to identify risks, trends and improvement opportunities.
• Ensure fair and appropriate customer outcomes, including support for customers in difficulty or vulnerability.
• Build strong client and stakeholder relationships, providing clear updates on performance, risks and improvement activity.
• Lead, coach and develop Team Leaders, driving accountability and leadership capability.
• Maintain a high-performance culture focused on customer experience, operational excellence and continuous improvement.
• Ensure effective regulatory compliance, operational controls and governance, with issues identified and remediated promptly.
• Work with planning and support teams to ensure capacity to respond to changing demands.

Skills

People leadership

Team coaching

Stakeholder mgmt

Data analytics

Regulatory compliance

Customer focus

Communication

Collections exp

Financial services

Job description

Concentrix in Cape Town seeks an Operations Manager to lead day-to-day service delivery for a financial services client, focusing on personal loans and credit products. You will drive customer experience, compliance, and performance across teams while building strong client partnerships.

You will coach Team Leaders, manage KPIs, and champion continuous improvement in a fast-paced environment. This role offers attractive benefits and stability with a global employer.