Head of Inbound Strategy

16 hours ago
Johannesburg, Gauteng, South Africa Network Recruitment Full-time
The successful candidate will be a data-driven operational leader with a proven ability to build high-performing teams, optimise processes, influence senior stakeholders, and drive continuous improvement initiatives. This opportunity offers significant exposure to executive leadership and the chance to make a meaningful impact within a growing organisation.

Key Responsibilities:

  • Establish and lead a centralised Inbound Operations Centre, including structure, governance, procedures, performance metrics, and operating standards
  • Design and implement a unified inbound contact strategy across multiple channels and business areas
  • Develop and manage inbound service delivery and collections performance scorecards
  • Drive improvements in inbound conversion, customer contact rates, and operational efficiency
  • Lead workforce planning, forecasting, capacity management, and resource optimisation initiatives
  • Own inbound demand forecasting, scheduling, and intraday management processes
  • Partner with technology teams to enhance IVR, routing, telephony, and digital engagement capabilities
  • Lead AI-enabled customer engagement initiatives and oversee optimisation of AI-assisted processes
  • Develop and implement quality assurance, compliance, and governance frameworks
  • Establish standard operating procedures, policies, and controls across all inbound channels
  • Manage operational performance reporting and present insights to executive leadership
  • Build, develop, coach, and mentor leadership teams and operational managers
  • Drive continuous improvement, automation, and operational transformation initiatives
  • Partner with internal stakeholders to improve customer journeys and business outcomes
  • Manage operational budgets, business cases, and resource planning initiatives

Job Experience and Skills Required:

Education:

  • Bachelor's Degree in Business Administration, Operations Management, Industrial Engineering, Information Systems, or a related field
  • Postgraduate qualification in Business Administration, Operations Management, Industrial Engineering, or a related discipline advantageous
  • Lean Six Sigma, Workforce Management, Project Management, Change Management, or Customer Experience certifications advantageous

Experience:

  • Minimum 8 years' experience within Contact Centre Operations, Customer Operations, Collections, Financial Services, or Business Process Outsourcing environments
  • At least 3 years' experience at Senior Management, Head of Operations, or equivalent leadership level
  • Proven experience managing large-scale inbound contact centre environments of 150+ seats
  • Demonstrated success establishing, transforming, or significantly improving operational functions
  • Strong collections or credit management experience within a regulated environment
  • Experience leading workforce management, forecasting, capacity planning, and operational optimisation initiatives
  • Exposure to telephony, IVR, routing, contact centre technologies, and digital engagement platforms
  • Experience managing operational performance and presenting to executive-level stakeholders
  • Budget ownership, cost-centre management, and business case development experience
  • Experience within multi-site, multi-client, or complex operational environments advantageous

Skills:

  • Strong operational leadership and people management capabilities
  • Ability to use data and analytics to identify opportunities and drive decision-making
  • Excellent stakeholder management and influencing skills
  • Strong commercial acumen and results-driven mindset
  • Expertise in contact centre operations, workforce management, and service delivery optimisation
  • Understanding of customer journey design and operational transformation principles
  • Strong analytical, problem-solving, and strategic thinking abilities
  • Ability to challenge constructively and drive accountability across teams
  • Excellent communication and presentation skills
  • Passion for continuous improvement, innovation, and operational excellence
  • Strong leadership presence with the ability to build high-performing teams

For more exciting Actuarial and Analytics vacancies, please visit:

Network Recruitment International Finance Jobs

I also specialise in recruiting in the following:

  • Actuarial: Life, Short-Term, Health, Pensions, and Quantitative
  • Data & Analytics: Data Scientists, Data Analysts (Python, R, SQL, Machine Learning)
  • Risk: Credit Risk, Market Risk, Model Risk, and Operational Risk Analysts
  • Pricing: Specialists in Insurance and Financial Products
  • AI & Machine Learni

  • Head of Inbound Strategy

    21 hours ago

    Johannesburg, Gauteng, South Africa JVR Software Full-time

    The successful candidate will be a data-driven operational leader with a proven ability to build high-performing teams, optimise processes, influence senior stakeholders, and drive continuous improvement initiatives. This opportunity offers significant exposure to executive leadership and the chance to make a meaningful impact within a growing...

  • Head of Inbound Operations Centre

    1 day ago

    Johannesburg, Gauteng, South Africa Network Recruitment Full-time

    As the successful candidate, you will take ownership of the entire inbound operation, transforming it from a fragmented support function into a deliberate, data-driven business channel. You will lead the design, implementation, optimisation and governance of a multi-channel inbound environment, ensuring consistent service delivery, workforce planning,...

  • Head Of Sales

    3 days ago

    Johannesburg, Gauteng, South Africa Somewhere Full-time

    Head of Sales Location: Remote (100%)Employment Type: Full-timeHours: Monday-Friday, 9 AM-5 PM EST About The Company A fast-growing U.S.-based real estate investment and operations company that owns and manages multiple properties nationwide. The company is scaling rapidly and seeks a dynamic sales leader to drive both inbound and outbound growth, optimize...

  • Head of B2B Revenue

    4 days ago

    Johannesburg, Gauteng, South Africa Human Resource Services Company Remote Full-time R 2 - R 3 Contract

    Human Resource Services Company is seeking a Head of Sales & Marketing to drive B2B revenue growth and GTM strategy in a remote capacity. The role collaborates with product, marketing, and sales teams to accelerate pipeline and close strategic deals.The position requires strategic leadership, strong analytics, and experience in inbound marketing,...

  • Growth-Focused Brand

    11 hours ago

    Johannesburg, Gauteng, South Africa Boardroom Appointments Full-time

    Boardroom Appointments is seeking a Brand and Campaign Manager to plan and execute inbound digital marketing strategies across multiple channels. You will work with the Head of Marketing to drive lead generation and brand awareness while ensuring high-quality online content and campaign ROI.The role requires 3+ years in marketing/campaign management, 1+...

  • Brand and Campaign Manager

    2 days ago

    Johannesburg, Gauteng, South Africa Boardroom Appointments Full-time R 420,000 - R 640,000 Contract

    About the job Brand and Campaign ManagerDegree in Marketing/ Communications/ CommerceTrack record of executing on campaigns and excellent project management1+ years experience in a Financial Services (or similar) environment3+ years in a Marketing / Campaign Management roleMin 2 years of experience in developing and implementing digital marketing strategies...

  • Marketing Leader

    3 days ago

    Johannesburg, Gauteng, South Africa Huzzle.com Remote Full-time R 1 Contract

    About Huzzle At Huzzle, we connect high-performing professionals with global companies across the UK, US, Canada, Europe, and Australia. Our clients include startups, digital agencies, and tech platforms in industries like SaaS, MarTech, FinTech, and EdTech. We match top sales talent to full-time remote roles where they’re hired directly into client teams...

  • Logistics Operations Manager

    2 days ago

    Johannesburg, Gauteng, South Africa The Estée Lauder Companies Full-time

    Oversee DSV distribution and fulfilment, ensuring SLA, KPI and customer requirements are met.Manage capacity, seasonal planning, OTIF, backlogs and last-mile carrier performance.Drive operational reviews, issue resolution and service improvement.DescriptionDistribution & 3PL ManagementOversee DSV distribution and fulfilment, ensuring SLA, KPI and customer...

  • Enterprise Seller

    3 days ago

    City of Johannesburg, Gauteng, South Africa Korn Ferry Full-time

    COMPANY BACKGROUND Korn Ferry is a global organizational consulting firm. We work with clients to design their organizational structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward, develop and motivate their workforce. And we help professionals navigate and advance their careers. Korn Ferry Digital is a...

Similar jobs in Johannesburg

Top cities