Head of Operations

Bank/Fin Services/Insurance ~ Call Centre BPO Durban – Kwa Zulu Natal – South Africa

You will be required to lead and optimize the performance, productivity, and profitability of our Outsourced Debt Collection business in the US market. This leadership position will play a crucial role in driving significant growth and ensuring organizational effectiveness within the South African operations. You will have a minimum of 5 years of proven leadership experience in a business with 300+ staff in the Outsourced Debt Collection sector, ideally supporting international markets. Essential that you are prepared to work American working hours. You will possess a deep understanding of the Outsourced Debt Collection sector and a track record of managing and optimizing operations. Knowledge of ISO27001 and PCI standards is essential, as is prior experience in international BPO. A critical aspect of this role involves designing debt collection strategies aligned with specific client, book, and campaign requirements, as well as a thorough understanding of US debt collection legislation. In addition to overseeing day-to-day operations, you will work closely with the management team to develop and implement organizational strategies, policies, and practices. They will actively support business development activities to drive growth, manage revenue and costs to meet profitability targets and collaborate with the wider business to drive Continuous Improvement and digital transformation for clients. This role requires composure under pressure, a deadline-driven approach, and the ability to thrive in a fast-paced environment. You should be an entrepreneurial thinker with a high level of determination, ensuring success in driving the business forward. #J-18808-Ljbffr