Head of Collections Operations — Growth & Compliance

Sigma Connected Group; Wes-Kaap; On-site; ZAR 1,200,000 - 2,400,000; Full time

Job summary

Sigma Connected Group in Cape Town invites an accomplished Head of Operations to lead a large-scale collections campaign, driving performance and compliance while delivering client value in a fast-paced BPO environment.

You will coach leaders, partner with clients and senior stakeholders, manage budgets and headcount, and embed robust control frameworks to ensure customer outcomes, regulatory adherence, and sustainable growth.

Qualifications

• Significant leadership experience as an Operations Manager or Head of Operations in collections or debt recovery.
• Proven track record leading large-scale contact centre operations.
• Strong understanding of regulatory requirements in collections and behaving with fairness.
• Excellent commercial acumen with responsibility for revenue and budgets.
• Experience using data and analytics to drive decisions.
• Ability to coach and develop high-performing teams.

Responsibilities

• Lead, develop and inspire Operations Managers to meet service, quality and customer outcome targets.
• Drive commercial performance through data-led decision making.
• Own talent development and succession planning across the operation.
• Embed robust control frameworks and ensure regulatory compliance.
• Manage budgets, headcount, incentives and profitability.
• Partner with clients and senior stakeholders to build lasting relationships.
• Lead operational recovery and growth initiatives.
• Act as senior escalation point across the campaign and client relationship.

Skills

Leadership

Operations management

People development

Client relationship building

Data-driven decision making

Regulatory compliance

Coaching and mentoring

Commercial acumen

Change management

Strategic planning

Tools

Dialer systems

Job description

Sigma Connected Group in Cape Town invites an accomplished Head of Operations to lead a large-scale collections campaign, driving performance and compliance while delivering client value in a fast-paced BPO environment.

You will coach leaders, partner with clients and senior stakeholders, manage budgets and headcount, and embed robust control frameworks to ensure customer outcomes, regulatory adherence, and sustainable growth.