Head of Operations

5 days ago

Cape Town, South Africa Sigma Connected Group Full time

What being part of the Sigma Family means for you:
**Head of Operations**

As the Head of Operations, you will be responsible for overseeing the high-performance delivery of the operation, with a focus on exceeding client expectations, driving operational efficiency, and fostering strong client relationships. You will ensure full compliance is adhered to with regulatory standards and continuously improving operational processes. You will report directly to the Associate Director.

**Location**:Diep River, Cape Town

**Sigma Family**

At Sigma, we stand out and have now been acknowledged 2 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries

**What being a part of the Sigma Family means for you**

Monthly, Quarterly and Annual awards with marvelous prizes.
- ️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance - Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

Transportation Benefits - Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace - all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity...:
**What Your Day-to-Day Will Look Like**:
You will lead, guide, and coach the Operations Managers and the wider team, ensuring alignment with our Always Improving Performance Framework to consistently exceed key performance indicators (KPIs) and drive their ongoing professional development. You will focus on building long-term, trust-based relationships with clients by consistently meeting or exceeding their expectations. You will also have a deep understanding of the client's business objectives, industry, and the role our services play within operations.

You will proactively identify and resolve potential challenges before they arise, ensuring smooth service delivery and exceeding client expectations by aligning operations with contractual obligations. You are an expert in operational processes and capacity planning, ensuring resources are correctly allocated to meet demand and improve productivity, supported by the resource planning team.

What amazing People will bring to the role:
**What Amazing people will bring to the role**:
You are an Operational Leader with a strong Late Debt Collections background, you have excellent communication skills to facilitate collaboration across all teams and stakeholders to drive operational success. You can adapt easily with great problem-solving and decision-making, and you ensure that issues are quickly identified and resolved. You have an excellent analytical approach to data and insights, and you can make informed decisions through continuously improving processes and performance.

You are committed, enthusiastic, and resilient, and you always maintain a positive and resourceful approach to your work. You demonstrate a high level of personal motivation and initiative, driving yourself and others to succeed by leading by example.

**Requirements**:

- You have a minimum of 5 years of management experience in a contact centre environment, with at least 3 years in the BPO industry.
- You have 2 years experience as an Operations Manager in a BPO environment
- You have 2 Years EDC / Late Debt Collections in the UK/ BPO environment
- You are proficient in Microsoft Office programs (Word, Excel, Outlook) for data analysis, report preparation, and managing tasks.
- You have strong attention to detail and effective time management skills.
- You have excellent communication skills in verbal, written, and presentation formats.
- You are resilient and can cope well under pressured environments

**Simple and Straight Forward Recruitment.**

**If you like the sound of being part of the Sigma Family, then don’t wait and get applying

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