Head of Operations

Sigma Connected Ltd; Cape Town; On-site; ZAR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Medical Insurance

Transportation Benefits

Food trucks

Beauty Parlour

On-site nurse

Job summary

Sigma Connected Ltd in Cape Town is seeking a Head of Operations for Energy to lead a large-scale energy operation, drive performance, compliance, and client satisfaction in a fast-paced BPO environment.

You will lead and inspire senior managers, own budgets and profitability, partner with key clients, and deliver continuous improvement across service delivery, governance and talent development in a dynamic, growth-focused setting.

Qualifications

• Experience leading large-scale energy contact centres or operations.
• Strong understanding of energy regulatory and compliance requirements.
• Proven ability to manage budgets, revenue and performance.
• Proven track record of building client relationships and leading senior stakeholders.

Responsibilities

• Lead, develop and inspire Operations and Team Managers to meet service and customer outcome targets.
• Drive commercial performance through data-led decision making.
• Oversee budgets, headcount, incentives and profitability while managing contractual obligations.
• Embed performance management and accountability across teams.
• Partner with clients and senior stakeholders to build long-term relationships.
• Lead talent development and succession planning.
• Drive operational strategy and business growth initiatives.
• Act as senior escalation point across campaigns and client relationships.

Skills

Leadership experience

Large-scale operations

Regulatory knowledge

Commercial acumen

Stakeholder management

Data-driven decisions

Coaching & leadership

Adaptable & resilient

Energy industry experience

Job description

Head of Operations - Energy

Location: Cape Town

Lead, Inspire, Deliver Results.

Are you a commercially focused operations leader with a track record of transforming performance, leading high‑performing teams, and building strong client partnerships within Energy?

At Sigma, we are looking for an exceptional Head of Operations to lead a large‑scale Energy operation, driving performance, compliance, client satisfaction and commercial success in a fast‑paced BPO environment.

This is an opportunity to join an award‑winning business where your leadership will directly shape operational success, colleague engagement, and client growth.

Responsibilities

• Lead, develop and inspire Operations and Team Managers to achieve service, quality and customer outcome targets.
• Drive commercial performance through strong operational management and data‑led decision making.
• Lead a high‑performing operation, creating a culture of accountability, ownership and continuous improvement.
• Drive colleague engagement initiatives and action plans that improve eNPS, strengthen retention and create a high‑performance culture across all teams.
• Partner with clients and senior stakeholders to build trusted, long‑term relationships.
• Embed effective performance management through coaching, development and clear accountability for results.
• Drive operational strategy and build client trust to continue to grow with us.
• Manage operational budgets, headcount, incentives and profitability ensuring effective cost control and delivery against contractual and financial obligations.
• Own talent development and succession planning across your operation.
• Identify and implement performance improvement initiatives that enhance productivity and customer outcomes.
• Work closely with Workforce Planning, Training, QA, Compliance and HR to optimise delivery.
• Lead operational recovery, performance turnarounds and business growth initiatives.
• Act as the senior escalation point across the campaign and client relationship.

Qualifications

• Significant leadership experience within an energy or similar environment.
• A proven track record leading large‑scale contact centre or similar operations.
• Experience stabilising operations and delivering sustainable performance improvements.
• Strong understanding of energy regulatory requirements.
• Excellent commercial acumen with responsibility for revenue, budgets and operational performance.
• Confidence working directly with senior client stakeholders, including C‑suite executives.
• Experience using data, insight and analytics to drive operational decisions.
• Strong coaching and leadership capability, with a passion for developing high‑performing teams.
• A resilient, adaptable and results‑focused approach.

Benefits

• Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, all provided free to employees.
• Transportation Benefits – Shuttle services to improve commuting experience.
• Fuel Up & Connect – Food trucks offering healthy bites and comfort treats to keep you energized.
• Pamper Yourself – Unisex Beauty Parlor for brow threading, nails, lashes, waxing and massages.
• Your Health Matters – On‑site nurse to assist with female health‑related queries.
• Vision Care – On‑site eye testing and spectacles.
• Internal Social Media Platform – Community and collaboration among colleagues.
• Equal, diverse and inclusive workplace – All amazing people are welcome.

Equal Opportunity

We are an equal, diverse, and inclusive workplace.

How to Apply

Apply today and help us #ImproveEverythingAlways.