Head of Customer Ops & Collections – BNPL Scale Leader

Happy Pay; Cape Town; On-site; ZAR 600 000 - 900 000; Full time

Job summary

A growing financial technology company in Cape Town is seeking a General Manager: Customer Operations Collections to transform and scale its debt collections function. The ideal candidate will have over 5 years of experience in collections management and customer operations, thrive in fast-paced environments, and demonstrate the ability to implement KPI-driven systems. This role requires a leader who can design processes and coach teams while ensuring fair outcomes and sustainable debt book performance.

Benefits

Employee Share Option Program (ESOP)

Impact-driven company ethos

Qualifications

• 5+ years’ experience in collections or customer operations.
• Proven track record in scaling collections operations.
• Strong hands-on experience with debt book management.

Responsibilities

• Lead transformation of Happy Pay's debt collections operation.
• Design a scalable collections operating model.
• Build reporting packs and insights for senior leadership.

Skills

Collections management

Customer operations

Call centre management

Performance management

KPI-driven operations

Job description

A growing financial technology company in Cape Town is seeking a General Manager: Customer Operations Collections to transform and scale its debt collections function. The ideal candidate will have over 5 years of experience in collections management and customer operations, thrive in fast-paced environments, and demonstrate the ability to implement KPI-driven systems. This role requires a leader who can design processes and coach teams while ensuring fair outcomes and sustainable debt book performance.