Collections Operations Leader – Financial Services

Concentrix; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Great on-site amenities

Pension plans

Medical aid

32 days annual leave

Employee Assistance Program

Group Life Assurance

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 collections, customer support, and compliance. You will drive performance, coach team leads, and ensure regulatory controls are in place.

The role requires strong leadership, strategic thinking, and effective communication with internal and external stakeholders to deliver superior customer experiences.

Qualifications

• At least 2 years’ experience as an Operations Manager.
• Experience in UK Financial Services, particularly in collections.
• Confidence in presenting information to internal and external stakeholders.
• Demonstrated success in driving performance.
• Strong ability to coach, develop, and improve team outcomes.
• Experience creating and implementing effective action plans.
• Ability to improve work processes and establish practical courses of action.
• Strong focus on results and continuous improvement.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to prioritise effectively in a fast-paced, deadline-driven environment.
• Comfortable working under pressure and managing 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 effective support for customers experiencing financial 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, performance management 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 the operation has the capacity and capability to respond to changing customer and business demands

Skills

Operations management

Collections

Stakeholder mgmt

Leadership

Coaching

Process improvement

Data analysis

Regulatory compliance

Communication

Prioritisation

Job description

Concentrix in Cape Town seeks an Operations Manager to lead day-to-day service delivery for a financial services client, focusing on collections, customer support, and compliance. You will drive performance, coach team leads, and ensure regulatory controls are in place.

The role requires strong leadership, strategic thinking, and effective communication with internal and external stakeholders to deliver superior customer experiences.