Executive - Customer Enablement & Tactical support

3 days ago

Sandton, Gauteng, South Africa Nutun Full time

Hiring: Executive – Customer Enablement & Tactical Support (Operations)

Location: South Africa

Department: Operations

Reports to: Managing Director

Company: Nutun South Africa

Nutun is looking for an experienced Executive – Customer Enablement & Tactical Support to drive the speed, efficiency, and scalability of systems, strategies, and operational execution across our customer engagement environment. This role will play a critical part in positioning Nutun as an industry leader through strategic influence, advanced analytics, and best-in-class collections strategy.

Main Purpose of the Role

To optimize and enhance operational efficiency by analysing collection and recovery bottlenecks, designing strategic (Dialer/OMNI/AI) interventions, and building scalable customer-engagement systems.

The Executive will combine strategies that align with Nutun South Africa's objectives, ensuring strong risk/reward alignment and driving superior portfolio performance.

Minimum Education

  • Degree in Commerce, Economics, or Law
  • Post-graduate qualification advantageous

Minimum Work Experience

  • 10+ years in Collections or Financial Services
  • Call centre exposure essential
  • 5–7 years management experience
  • 3–5 years at Senior Management level
  • Exposure to AI in collections & recovery (advantageous)
  • 2+ years heading a Client Enablement function (risk campaigns, dialer, digital, treatments)
  • Strong commercial understanding of unsecured collections & recovery
  • Experience in best-in-class collections strategy and operations at senior level

Technical Competencies

  • Expert knowledge of:
  • National Credit Act
  • Debt Collectors Act
  • Consumer Protection Act
  • Campaign Management & tactical execution
  • Advanced stakeholder engagement
  • Project management & implementation
  • Strong statistical & analytical skills
  • Portfolio management & legal recovery oversight
  • Performance management systems
  • Vision and strategy formulation
  • Entrepreneurial mindset

Behavioural Competencies

  • Strategic acumen
  • Systems thinking
  • High-level leadership and coaching
  • Mature decision-making
  • Strong organizational influence
  • Change leadership
  • Financial literacy (budgets, ROI, value creation)
  • High-level communication, negotiation & influence
  • Cognitive complexity and long-term planning

Key Performance AreasStrategy

  • Lead and execute dialer, OMNI, and digital client engagement strategy
  • Govern master data, business rules, and challenger/champion strategies
  • Enhance customer experience and portfolio penetration
  • Provide thought leadership on collections & legal recovery
  • Collaborate with vendors on dialer algorithms and pacing

People

  • Manage, coach, and develop team performance
  • Drive a culture of continuous learning
  • Conduct performance reviews and build capability

Client

  • Meet/exceed SLAs
  • Influence positive client outcomes

Stakeholder

  • Partner with Risk teams to optimise campaign calendars & thresholds
  • Collaborate with Specialized Support & IDEA
  • Promote telephony, OMNI & digital solutions
  • Build competitive client engagement capability

Process

  • Oversee and enhance dialer, OMNI and digital reporting frameworks
  • Optimise campaign scheduling, performance & thresholds
  • Ensure governance and quality oversight
  • Support customer services, quality & compliance roadmap
  • Manage dialer functionality (inbound, outbound, blended)
  • Review idle/wait times and campaign productivity

Financial

  • Achieve and exceed revenue & GP targets
  • Manage operational expenditure
  • Drive strong ROI and support divisional strategy

If you meet the above requirements and are ready to lead a high-impact, strategic portfolio in a fast-growing organisation, we would love to hear from you.

Apply via LinkedIn or send your CV to

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