Head of Operations at Sigma Connected

• The Head of Department/Operations will oversee operations across key accounts, with a strong focus in Customer Services and Collections within a Financial Services environment. You will work closely with internal stakeholders, from the Senior Leadership Team (SLT) to Operational Managers at our Cape Town site, collaborating with training, analytics, resource planning, and implementation teams. This role involves managing offshore contact centre operations in alignment with approved plans, budgets, and schedules to achieve targeted productivity, performance, and financial objectives. You will report directly to the Associate Director.

What Your Day-to-Day Will Look Like:

• You will assist the Executive team with client contract proposals, and you will identify and remove performance barriers to meet performance targets. You will also Implement, control, and manage the departmental resources and procedures within approved budget guidelines. You compile and present budget reports regarding expenditures to keep the EXCO appropriately informed of the department’s budget position. You will also manage the utilization of staff in line with the budgeted manning, and you will implement continuous improvement strategies on all work processes and policies to improve service and quality standards.
• You will investigate long-term contractual arrangements with vendors and service providers to ensure continued suitability. You will develop and maintain an appropriate network of contacts, you will also manage contact center performance in line with Sigma policies and procedures to meet performance targets. You maintain an effective working relationship with clients/stakeholders and undertake all communication on the issues specific to the offshore contact center operations, and you will negotiate economically sound service level agreements.
• You will engage with clients daily and maintain client/stakeholder relationships, you will also discuss the company’s performance and proactively address and act on performance shortfalls. You have demonstrated knowledge of principles and processes to provide excellent customer and personal services.

What amazing People will bring to the role

• You are a leader with a strong Customer Services and Collections background within a UK BPO Financial Services environment. You are very people-focused and will be involved in various strategic planning, resource allocation, human resources modelling, leadership techniques, production methods, and coordination of people and resources. You are an out-of-the-box thinker with a solid understanding of business objectives, and you can plan strategically and execute operationally.
• You are also competent and transparent in your approach when interacting with various internal and external stakeholders. You are energetic and vibrant and can easily adapt to change, you have excellent analytical skills, and you always aim to empower and encourage others around you.

Requirements:

• You have 5-7 years of experience in Senior Leadership within a UK BPO Financial Services environment (Essential)
• You have a strong Customer Services and Collections background (Essential)
• You have proven experience in dealing with FCA, OFCOM or OFGEm regulations
• You have a Matric (Grade 12) or equivalent qualification
• You have strong communication (verbal, written, presentation) skills
• You have intermediate skills working on Microsoft Office programs (Word, Excel, Outlook)
• You can understand data sets through regular reporting, and you are client-facing
• You have solid technical knowledge with the ability to understand various divisions within Operations.
• You have great attention to detail and time management ability
• You are excellent when working in pressured environments
• You can comprehend a great understanding of business ethics and values