Operations Manager

Concentrix; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Great on-site amenities

Pension plans

Medical aid

32 days annual leave

Employee Assistance Program

Group Life Assurance

ESPP

Job summary

Concentrix in Cape Town seeks an Operations Manager to lead day-to-day service delivery for a financial services client, focusing on collections, customer support, and compliance. You will drive performance, coach team leads, and ensure regulatory controls are in place.

The role requires strong leadership, strategic thinking, and effective communication with internal and external stakeholders to deliver superior customer experiences.

Qualifications

• At least 2 years’ experience as an Operations Manager.
• Experience in UK Financial Services, particularly in collections.
• Confidence in presenting information to internal and external stakeholders.
• Demonstrated success in driving performance.
• Strong ability to coach, develop, and improve team outcomes.
• Experience creating and implementing effective action plans.
• Ability to improve work processes and establish practical courses of action.
• Strong focus on results and continuous improvement.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to prioritise effectively in a fast-paced, deadline-driven environment.
• Comfortable working under pressure and managing multiple priorities.

Responsibilities

• Lead day-to-day Collections operations, delivering strong customer, quality, productivity and compliance outcomes.
• Own performance against KPIs and SLAs, using data and insight to identify risks, trends and improvement opportunities.
• Ensure fair and appropriate customer outcomes, including effective support for customers experiencing financial difficulty or vulnerability.
• Build strong client and stakeholder relationships, providing clear updates on performance, risks and improvement activity.
• Lead, coach and develop Team Leaders, driving accountability, performance management and leadership capability.
• Maintain a high-performance culture focused on customer experience, operational excellence and continuous improvement.
• Ensure effective regulatory compliance, operational controls and governance, with issues identified and remediated promptly.
• Work with planning and support teams to ensure the operation has the capacity and capability to respond to changing customer and business demands

Skills

Operations management

Collections

Stakeholder mgmt

Leadership

Coaching

Process improvement

Data analysis

Regulatory compliance

Communication

Prioritisation

Job description

Job Description

The Operations Manager is responsible for leading day-to-day service delivery for a Concentrix client in the financial services sector, with a focus on personal loans, credit solutions, and financial services to individuals and businesses, and related customer support operations.

Job Title

Operations Manager

Job Description

The Operations Manager is responsible for leading day-to-day service delivery for a Concentrix client in the financial services sector, with a focus on personal loans, credit solutions, and financial services to individuals and businesses, and related customer support operations.

This role ensures operational excellence across people, process, performance, risk, and client partnership.

We're searching for an innovative Operations Manager to redefine customer experience, prioritise customer empathy and personalised service.

The successful candidate will manage teams delivering high-quality customer experiences while maintaining compliance with financial services regulations, internal controls, and client-specific service standards.

The role requires strong leadership, stakeholder management, operational governance, and continuous improvement capability.

What You Will Do In This Role

• Lead day-to-day Collections operations, delivering strong customer, quality, productivity and compliance outcomes.
• Own performance against KPIs and SLAs, using data and insight to identify risks, trends and improvement opportunities.
• Ensure fair and appropriate customer outcomes, including effective support for customers experiencing financial difficulty or vulnerability.
• Build strong client and stakeholder relationships, providing clear updates on performance, risks and improvement activity.
• Lead, coach and develop Team Leaders, driving accountability, performance management and leadership capability.
• Maintain a high-performance culture focused on customer experience, operational excellence and continuous improvement.
• Ensure effective regulatory compliance, operational controls and governance, with issues identified and remediated promptly.
• Work with planning and support teams to ensure the operation has the capacity and capability to respond to changing customer and business demands

What you will need

• At least 2 years’ experience as an Operations Manager
• Experience in UK Financial Services, particularly in collections.
• Confidence in presenting information to internal and external stakeholders
• Demonstrated success in driving performance
• Strong ability to coach, develop, and improve team outcomes
• Experience creating and implementing effective action plans
• Ability to improve work processes and establish practical courses of action
• Strong focus on results and continuous improvement
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to prioritise effectively in a fast-paced, deadline-driven environment
• Comfortable working under pressure and managing multiple priorities

Unlock a World of Benefits with Concentrix!

• Great on-site amenities such as, cafeteria area, coffee shop, modern facilities to relax or socialize with colleagues
• Comprehensive Pension Plans: Secure your future with our defined contribution pension plans, generously supported by Concentrix to build your retirement savings.
• Medical aid or an option to choose medical insurance.
• 32 days of annual leave.
• Employee Assistance Program (EAP): Get confidential support for emotional, financial, and legal matters, available 24/7.
• Group Life Assurance: Enjoy peace of mind with automatic life cover from day one, ensuring financial protection for your loved ones.
• Employee Stock Purchase Plan (ESPP): Invest in your future by purchasing Concentrix stock at a discounted rate through payroll deductions.

At Concentrix, we are committed to helping our people build rewarding careers. We offer learnerships, professional development programs, and ongoing learning opportunities designed to support your growth. With many opportunities to progress within the business.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Aff