Senior Operations Manager

Callforce Direct; Cape Town; On-site; ZAR 600 000 - 900 000; Full time

Job summary

A leading BPO company in Cape Town seeks a Senior Operations Manager to oversee financial services campaigns. The role demands strategic leadership, operational performance management, and a strong focus on compliance. Candidates should have 5-8 years' experience in operations within BPO or financial services and proficiency in relevant management tools. This position calls for a client-centric approach and the ability to drive performance across multiple teams.

Qualifications

• 5–8 years' experience in a senior operations leadership role within a BPO or financial services environment.
• Proven experience managing insurance, lending, or financial support processes at scale.
• Hands-on experience in managing large teams and multiple client portfolios.

Responsibilities

• Own end-to-end delivery of BPO insurance service operations.
• Develop operational strategies aligned to client objectives.
• Ensure adherence to compliance principles across all processes.

Skills

Strategic and commercial thinking

Regulatory compliance awareness

Leadership

Client-centric mindset

Strong analytical skills

Education

Matric / Grade 12

Tools

Workforce management tools

Business Intelligence tools

CRMs

Dialers

QA 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.