Senior Client Operations Leader Durban

Perch Connect; KwaZulu-Natal; On-site; ZAR 1,000,000 - 1,500,000; Full time

Job summary

Perch Connect in Durban seeks a Senior Operational Leader to drive client services across our Durban operation, aligning with UK Consumer Duty and governance standards. You will lead operational delivery, quality, and regulatory compliance while engaging confidently with UK financial services clients and hosting on-site visits.

You will report to the Group COO and shape growth, scale operations, and implement best practices in training and leadership to sustain performance across all clients.

Qualifications

• 10+ years’ experience in contact centre or BPO leadership in regulated sectors.
• Proven experience engaging with UK clients and presenting in governance forums (MBRs/QBRs).
• Strong knowledge of quality assurance, compliance controls, and regulatory expectations.
• Experience operating within offshore or outsourced environments is desirable.

Responsibilities

• Lead and oversee all operational delivery across all clients.
• Drive performance across compliant collections and regulated customer contact environments.
• Embed accountability, continuous improvement, and operational discipline.
• Ensure governance, reporting, and risk management frameworks are in place.
• Host UK client visits and contribute to MBRs/QBRs.
• Develop frontline managers and leadership capability.
• Scale operational capability in line with growth plans.
• Champion training and coaching.

Skills

Leadership

Client engagement

Regulated environment

Governance & reporting

Data-driven decisions

Change & transformation

Job description

Perch Connect in Durban seeks a Senior Operational Leader to drive client services across our Durban operation, aligning with UK Consumer Duty and governance standards. You will lead operational delivery, quality, and regulatory compliance while engaging confidently with UK financial services clients and hosting on-site visits.

You will report to the Group COO and shape growth, scale operations, and implement best practices in training and leadership to sustain performance across all clients.