Head of Operations

About the job

What being part of the Sigma Family means for you Head of Operations – Collections 📍 Cape Town - Office Based Lead. Inspire. Deliver Results. Are you a commercially focused Operations Leader with a track record of transforming performance, leading high-performing teams, and building strong client partnerships within collections? At Sigma, we're looking for an exceptional Head of Operations to lead a large-scale collections operation, driving performance, compliance, client satisfaction and commercial success in a fast-paced BPO environment. This is an opportunity to join an award-winning business where your leadership will directly shape operational success, colleague engagement, and client growth. A bit more about the Opportunity... What Your Day-to-Day Will Look Like As our Head of Operations, you'll take ownership of a high-performing collections campaign, leading leaders to consistently deliver outstanding results. You'll: • Lead, develop and inspire Operations and Team Managers to achieve service, quality and customer outcome targets. • Drive commercial performance through strong operational management and data-led decision making. • Lead a high-performing operation, creating a culture of accountability, ownership and continuous improvement. • Drive colleague engagement initiatives and action plans that improve eNPS, strengthen retention and create a high-performance culture across all teams. • Partner with clients and senior stakeholders to build trusted, long-term relationships. • Embed effective performance management through coaching, development and clear accountability for results. • Drive operational strategy and build client trust to continue to grow with us. • Ensure regulatory and compliant collections standards are embedded across the operation, maintaining robust control frameworks, overseeing internal and external audits, managing regulatory risks, and ensuring appropriate treatment of customers in financial difficulty and vulnerable customers. • Manage operational budgets, headcount, incentives and profitability ensuring effective cost control and delivery against contractual and financial obligations. • Own talent development and succession planning across your operation. • Identify and implement performance improvement initiatives that enhance productivity and customer outcomes. • Work closely with Workforce Planning, Training, QA, Compliance and HR to optimise delivery. • Lead operational recovery, performance turnarounds and business growth initiatives. • Act as the senior escalation point across the campaign and client relationship. What amazing People will bring to the role Who We're Looking For You're an experienced leader who knows how to balance commercial performance with compliance, people development and exceptional customer outcomes. You'll ideally bring: • Significant leadership experience either at least 3 years as an Operations Manager or you're an existing Head of Operations within collections, debt recovery, arrears management or regulated credit servicing environments • A proven track record leading large-scale contact centre or collections operations • Experience stabilising operations and delivering sustainable performance improvements • Strong understanding of regulatory requirements relevant to collections, including fair customer treatment and supporting customers in financial difficulty or vulnerable circumstances • Excellent commercial acumen with responsibility for revenue, budgets and operational performance • Confidence working directly with senior client stakeholders, including C-suite executives • Experience using data, insight and analytics to drive operational decisions • Strong coaching and leadership capability, with a passion for developing high-performing teams • Knowledge of collections systems, dialler and contact strategies, debt segmentation and payment arrangements (desirable) • A resilient, adaptable and results-focused approach Why This Role? This isn't just another operational leadership position. It's an opportunity to lead a critical client partnership, shape strategy, influence business decisions, develop future leaders, and make a significant commercial impact within one of South Africa's most exciting BPO businesses. If you're ready to take ownership, drive growth and build something exceptional, we'd love to hear from you. Join the Sigma Family. 📩 Apply today and help us #ImproveEverythingAlways.

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