HOD Operations

Outsidecapital

Job Location:

Cape Town - South Africa

Monthly Salary: Not Disclosed

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description

Our client is a major player within the dynamic consumer finance sector driving essential financial services across a large customer base. They are deeply committed to leveraging data technology and operational excellence to deliver superior customer experiences in a high-volume fast-paced environment. This is an opportunity to shape the future operational backbone of a leading South African business unit.

Responsibilities:

Provide strategic leadership and governance across all critical contact centre support functions ensuring alignment with overall business objectives.
Design implement and oversee robust Workforce Planning and Forecasting models to optimise resource allocation and service levels.
Develop and embed world-class Quality Assurance frameworks focused on driving consistent customer experience excellence.
Lead the optimisation of dialler support services ensuring maximum efficiency and effective contact strategies.
Champion the integration of automation and emerging technologies (including AI) to modernise operational support capabilities.
Drive performance through rigorous analytical reporting translating operational data into actionable insights for senior stakeholders.
Establish and enforce strong process improvement methodologies and operational governance standards across all supported areas.
Mentor develop and build capability within your leadership teams ensuring robust succession planning is in place

Job DescriptionOur client is a major player within the dynamic consumer finance sector driving essential financial services across a large customer base. They are deeply committed to leveraging data technology and operational excellence to deliver superior customer experiences in a high-volume fast-...