Head of Inbound Strategy & Operations

Network Finance; Randburg; Presencial; ZAR 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Network Finance is seeking a data-driven operational leader to establish and head a centralised Inbound Operations Centre. You will design governance, implement a unified inbound strategy across channels, and drive performance through scorecards and ongoing improvements.

The role requires 8+ years in contact centre operations, senior management experience, and strong stakeholder influence to transform processes and optimise customer journeys.

Formación

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Information Systems or related field.
• Postgraduate qualification in related discipline advantageous.

Responsabilidades

• Establish and lead a centralised Inbound Operations Centre with governance, procedures, metrics and standards.
• Design and implement a unified inbound contact strategy across channels and business areas.
• Develop and manage inbound service delivery and collections scorecards.
• Drive improvements in inbound conversion, contact rates and operational efficiency.
• Lead workforce planning, forecasting and capacity management initiatives.
• Own inbound demand forecasting, scheduling and intraday management processes.
• Partner with technology teams to enhance IVR, routing and digital engagement capabilities.
• Lead AI-enabled customer engagement initiatives and optimise AI-assisted processes.
• Develop and implement quality assurance, compliance and governance frameworks.
• Establish SOPs, policies and controls across all inbound channels.
• Manage performance reporting and present insights to executive leadership.
• Build and mentor leadership teams and operational managers.
• Drive continuous improvement and automation initiatives.
• Partner with stakeholders to improve customer journeys and business outcomes.
• Manage budgets, business cases and resource planning.

Conocimientos

Operational Leadership

Data Analytics

Stakeholder Mgmt

Commercial Acumen

Contact Centre Ops

Workforce Management

Digital Engagement

AI Enablement

Quality & Compliance

Budget Management

Educación

Bachelor's Degree in related field

Postgraduate qualification advantageous

Herramientas

IVR Systems

CRM Systems

WFM Tools

Descripción del empleo

The successful candidate will be a data-driven operational leader with a proven ability to build high-performing teams, optimise processes, influence senior stakeholders, and drive continuous improvement initiatives. This opportunity offers significant exposure to executive leadership and the chance to make a meaningful impact within a growing organisation.

Key Responsibilities:

• Establish and lead a centralised Inbound Operations Centre, including structure, governance, procedures, performance metrics, and operating standards
• Design and implement a unified inbound contact strategy across multiple channels and business areas
• Develop and manage inbound service delivery and collections performance scorecards
• Drive improvements in inbound conversion, customer contact rates, and operational efficiency
• Lead workforce planning, forecasting, capacity management, and resource optimisation initiatives
• Own inbound demand forecasting, scheduling, and intraday management processes
• Partner with technology teams to enhance IVR, routing, telephony, and digital engagement capabilities
• Lead AI-enabled customer engagement initiatives and oversee optimisation of AI-assisted processes
• Develop and implement quality assurance, compliance, and governance frameworks
• Establish standard operating procedures, policies, and controls across all inbound channels
• Manage operational performance reporting and present insights to executive leadership
• Build, develop, coach, and mentor leadership teams and operational managers
• Drive continuous improvement, automation, and operational transformation initiatives
• Partner with internal stakeholders to improve customer journeys and business outcomes
• Manage operational budgets, business cases, and resource planning initiatives

Education:

• Bachelor's Degree in Business Administration, Operations Management, Industrial Engineering, Information Systems, or a related field
• Postgraduate qualification in Business Administration, Operations Management, Industrial Engineering, or a related discipline advantageous
• Lean Six Sigma, Workforce Management, Project Management, Change Management, or Customer Experience certifications advantageous

Experience:

• Minimum 8 years' experience within Contact Centre Operations, Customer Operations, Collections, Financial Services, or Business Process Outsourcing environments
• At least 3 years' experience at Senior Management, Head of Operations, or equivalent leadership level
• Proven experience managing large-scale inbound contact centre environments of 150+ seats
• Demonstrated success establishing, transforming, or significantly improving operational functions
• Strong collections or credit management experience within a regulated environment
• Experience leading workforce management, forecasting, capacity planning, and operational optimisation initiatives
• Exposure to telephony, IVR, routing, contact centre technologies, and digital engagement platforms
• Experience managing operational performance and presenting to executive-level stakeholders
• Budget ownership, cost-centre management, and business case development experience
• Experience within multi-site, multi-client, or complex operational environments advantageous

Skills:

• Strong operational leadership and people management capabilities
• Ability to use data and analytics to identify opportunities and drive decision-making
• Excellent stakeholder management and influencing skills
• Strong commercial acumen and results-driven mindset
• Expertise in contact centre operations, workforce management, and service delivery optimisation
• Understanding of customer journey design and operational transformation principles
• Strong analytical, problem-solving, and strategic thinking abilities
• Ability to challenge constructively and drive accountability across teams
• Excellent communication and presentation skills
• Passion for continuous improvement, innovation, and operational excellence
• Strong leadership presence with the ability to build high-performing teams