Operations Manager

Cape Town, Western Cape
Permanent
Full-time

31 mins ago

Manages the daily operation of a customer service operation to achieve clearly defined outcomes, whilst supporting the development of their teams, creating a positive working environment, where we can delight our customersJob title: Operations ManagerJob Description:Operations ManagerTo lead and manage the daily operations of the Collections department, ensuring the achievement of performance targets, compliance standards, and customer satisfaction. The role supports team development, drives operational excellence, and contributes to strategic initiatives within the collections environment.Key Responsibilities

People Management / Development

Contribute towards the development of customer service strategies, policies, and procedures.

Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality.
Develop and implement operating plans in line with customer service strategies, policies, and procedures.
Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary.
Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas to achieve service level standards.
Manage the operational relationship and SLA.
Manage performance of staff according to best practice including:
Set performance standards (Key Performance Areas, Key Performance Indicators)
Ensure performance measurement is carried out correctly and regularly.
Ensure skill and knowledge gaps are identified.
Ensure training and development plans exist and are followed.
Develop career paths.
Motivate and lead the team.
Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented.
Manage Customer Service activities in line with agreed performance measures and operating budgets.

Operational Leadership

Manage day-to-day operations across collections teams, ensuring delivery of KPIs including recovery rates, service levels, quality, and compliance. * Team ManagementLead, coach, and develop Team Leaders and agents. Set performance standards, conduct regular reviews, and implement training and development plans. * Customer Experience & ComplianceEnsure customer interactions are handled with integrity, especially in sensitive financial situations. Maintain strict adherence to debt collection laws and internal policies. * Process ImprovementIdentify and implement improvements in collections strategies, workflows, and technologies (e.g., dialler systems, CRM tools). * Stakeholder EngagementCollaborate with internal departments (e.g., Risk, Compliance, HR) and external clients to align operational goals and resolve escalations. * Reporting & AnalysisMonitor performance metrics, analyze trends, and present insights to senior leadership. Ensure timely and accurate reporting. * Recruitment & OnboardingParticipate in hiring processes and onboarding of new staff, ensuring alignment with department goals and culture.Professional know-how:Academic:Grade 12 / MatricExperience:

2 – 3 Years Operations Manager experience (Required)
Customer service & Debt collections experience (Required)
Proven track record of good performance

Knowledge (what must I know):

Knowledge of Contact Centre processes, methodologies, systems, and technologies
Knowledge of Carphone Campaign
PC user knowledge

Skills and Abilities (what must I be able to do / display):

Leadership & People Management
Strategic Thinking & Problem Solving
Communication & Negotiation Skills
Compliance & Risk Awareness
Data Analysis & Decision Making
Adaptability & Resilience

Management/Supervisory Responsibility:This position has a management responsibility.About usCapita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.What’s in it for you?

Competitive Basic salary
Medical Aid
Provident fund, Group life, funeral, and disability benefit
Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do nextChoose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.What will happen next?

Your application will be reviewed.
If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANTThe shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.Attach your most recent CV indicative of the criteria as advertised.Closing date: Midnight 10 September 2025Please Note: No late applications will be accepted.Location: Cape Town, South AfricaTime Type: Full timeContract Type: Permanent

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