Head of Inbound Operations & Transformation

Network Finance; Randburg; On-site; ZAR 1,400,000 - 1,900,000; Full time

Job summary

Network Finance is seeking a strategic, hands-on leader to own and transform an inbound operation from a fragmented support function into a centralized, data-driven business channel. You will build governance, drive multi-channel customer experiences, and align with executives to deliver measurable improvements.

In this role you will shape workforce planning, quality assurance, and performance management while guiding a senior team through large-scale operational change and cost optimisation.

Qualifications

• Experience leading large multi-channel inbound operations.
• Track record of transforming operations with governance and data analytics.
• Exposure to regulated environments and executive engagement.

Responsibilities

• Establish a centralised Inbound Operations Centre from inception.
• Design and embed operating procedures, governance and performance standards.
• Drive service delivery, customer experience and operational efficiency.
• Lead a large-scale inbound operation with SLAs, quality and outcomes.
• Develop and mentor a high-performing management team.
• Oversee forecasting, scheduling and workforce management.
• Ensure compliance and implement continuous improvement initiatives.
• Present performance and business cases to executive leadership.

Skills

Inbound Ops

Leadership

Stakeholder Mgmt

Process Improvement

Data-Driven

Strategic Thinking

Executive Communication

Education

Bachelors in Business Admin

Postgrad qualification

Tools

Contact Center Tech

Job description

Network Finance is seeking a strategic, hands-on leader to own and transform an inbound operation from a fragmented support function into a centralized, data-driven business channel. You will build governance, drive multi-channel customer experiences, and align with executives to deliver measurable improvements.

In this role you will shape workforce planning, quality assurance, and performance management while guiding a senior team through large-scale operational change and cost optimisation.