Head of Operations: High-Impact Collections Leader

Sigma Connected Group; Cape Town; On-site; ZAR 1,200,000 - 1,600,000; Full time

Job summary

Sigma Connected Group in Cape Town is seeking a commercially focused Head of Operations to lead a large-scale collections campaign from our office. You will guide leaders, drive performance, ensure regulatory compliance and strengthen client partnerships in a fast-paced BPO environment.

You will own talent development, implement improvements, manage budgets and work with stakeholders to deliver sustainable results and growth for our clients in South Africa.

Qualifications

• Significant leadership experience, at least 3 years as an Operations Manager or as Head of Operations in collections.
• Proven track record leading large-scale contact centre or collections operations.
• Experience stabilising operations and delivering sustainable performance improvements.
• Strong regulatory knowledge relevant to collections, including fair treatment of customers in difficulty.
• Excellent commercial acumen with responsibility for revenue, budgets and performance.
• Comfort working with senior client stakeholders, including C-suite executives.
• Experience using data and analytics to drive operational decisions.

Responsibilities

• Lead, develop and inspire Operations and Team Managers to hit service, quality and customer outcomes.
• Drive commercial performance through strong operational management and data-led decisions.
• Lead a high-performing operation with a culture of accountability and continuous improvement.
• Drive colleague engagement initiatives to improve eNPS and retention.
• Partner with clients and senior stakeholders to build long-term relationships.
• Embed performance management with coaching and clear accountability for results.
• Oversee budgets, headcount, incentives and profitability with cost control.
• Own talent development and succession planning across the operation.
• Identify and implement performance improvements to boost productivity and customer outcomes.
• Collaborate with Workforce Planning, Training, QA, Compliance and HR to optimise delivery.
• Lead operational recovery, performance turnarounds and growth initiatives.
• Act as the senior escalation point across the campaign and client relationship.

Skills

Leadership

Operations management

Data analytics

Stakeholder management

Regulatory compliance

Team coaching

Commercial acumen

Job description

Sigma Connected Group in Cape Town is seeking a commercially focused Head of Operations to lead a large-scale collections campaign from our office. You will guide leaders, drive performance, ensure regulatory compliance and strengthen client partnerships in a fast-paced BPO environment.

You will own talent development, implement improvements, manage budgets and work with stakeholders to deliver sustainable results and growth for our clients in South Africa.