Senior Operations Manager

CallForce; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading BPO provider in Cape Town is seeking a Senior Operations Manager to oversee the operational delivery of financial services campaigns. This role is essential in driving business performance, client satisfaction, and compliance across multiple functions. The ideal candidate will possess 5–8 years of senior operations leadership experience, preferably in the BPO or financial services sectors, and demonstrate strong leadership abilities and a solid understanding of regulatory compliance. Competitive compensation and a dynamic work environment are offered.

Qualifications

• 5–8 years of experience in a senior operations leadership role within a BPO or financial services.
• Proven success in managing insurance or financial processes at scale.
• Clear ITC and Criminal record.

Responsibilities

• Lead operational delivery of financial services campaigns.
• Drive SLAs achievement, focusing on productivity and quality.
• Ensure compliance with regulatory standards across processes.

Skills

Strategic thinking

Leadership

Compliance awareness

Analytical skills

Client-centric mindset

Education

Matric / Grade 12

Tools

Workforce management tools

BI tools

CRM systems

Job description

Job Purpose: To lead and oversee the operational delivery of financial services campaigns within CALLLFORCE BPO. The Senior Operations Manager will be responsible for driving business performance, compliance, client satisfaction, and operational efficiency across multiple functions and teams handling regulated services.

Key Responsibilities

Strategic Leadership

• Own end-to-end delivery of BPO insurance service operations.
• Develop and execute operational strategies aligned to client objectives, regulatory standards, and company KPIs.
• Provide direction and leadership to Operations, Team Leaders, and support functions.

Operational Performance

• Drive achievement of SLAs, including productivity, quality, sales, retention, and customer satisfaction.
• Conduct regular reviews of performance dashboards, trends, and root cause analysis.
• Implement continuous improvement programs and automation where applicable.

Regulatory & Risk Compliance

• Ensure 100% adherence to compliance principles across all processes.
• Collaborate with Compliance, QA, and Risk departments to maintain audit readiness and policy adherence.

Client & Stakeholder Management

• Serve as the primary point of contact for high-level client escalations and strategic reviews.
• Build and maintain strong relationships with key clients and internal stakeholders.
• Prepare and present performance reports, business reviews, and improvement plans.

People Management & Leadership

• Lead, mentor, and develop, Team Leaders, and staff.
• Drive engagement, recognition, and talent development programs to build strong leadership pipelines.
• Champion a high-performance culture and ensure succession planning.

Minimum Requirements

Education: Matric / Grade 12 (essential)

Experience: 5–8 years' experience in a senior operations leadership role within a BPO or financial services environment. Proven success in managing insurance, lending, or financial support processes at scale. Strong background in regulatory compliance and risk management. Hands-on experience in managing large teams and multiple client portfolios. Clear ITC and Criminal record.

Technical Skills: Proficient in workforce and performance management tools. Strong analytical skills and ability to work with dashboards, MI, and BI tools. Experience with CRMs, dialers, QA systems, and client reporting platforms.

Key Competencies: Strategic and commercial thinking. Regulatory compliance and operational risk awareness. Leadership and influence across functions. Client-centric mindset. High emotional intelligence and communication skills. Agile, adaptable, and solution-focused.