Senior Operations Lead – Collections & Digital Campaigns

Humankind; Gauteng; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Humankind is seeking a senior leader to head collections and contact centre operations, leveraging digital campaigns, dialler strategies, and BI-driven insights.

The role emphasizes developing scalable operating models, enhancing recovery rates, and ensuring regulatory compliance. Strong leadership and a track record of delivering KPI-driven outcomes in large BPO-like environments are essential.

Qualifications

• 10+ years of senior-level experience in collections, debt recoveries, or related environments.
• At least 10 years of managerial or team leadership experience is highly advantageous.
• Proven experience managing large call centre teams and delivering against targets.
• Strong knowledge of call centre metrics, workforce management, and quality assurance.

Responsibilities

• Oversee daily inbound, outbound, and blended call centre operations.
• Develop and implement operational strategies to achieve KPIs, SLAs, and customer experience objectives.
• Optimize workflows, resource allocation, and processes for productivity and cost efficiency.
• Ensure compliance with regulations, data protection, and internal policies.
• Identify operational risks and implement mitigation strategies.
• Oversee digital collections campaigns across SMS, WhatsApp, AVM, and chatbots.
• Monitor dashboards and reports to drive performance improvements and reporting to stakeholders.

Skills

Senior leadership

Call centre operations

Operational analytics

Data-driven decision making

Performance management

Risk & compliance

Tools

CRM systems

Power BI

Tableau

Data integration

Job description

Humankind is seeking a senior leader to head collections and contact centre operations, leveraging digital campaigns, dialler strategies, and BI-driven insights.

The role emphasizes developing scalable operating models, enhancing recovery rates, and ensuring regulatory compliance. Strong leadership and a track record of delivering KPI-driven outcomes in large BPO-like environments are essential.