Head of Inbound Operations Centre

SUMMARY:
Are you the type of leader who sees inbound operations as more than just answering calls? This is a unique opportunity to build and lead a centralised Inbound Operations Centre from the ground up, shaping the future of collections through strategy, technology, AI, workforce optimisation, and operational excellence. If you have successfully led large-scale inbound contact centre environments and thrive on delivering measurable commercial outcomes, this role was built for you.

Our client is seeking an accomplished Head of Inbound Operations Centre to establish and lead a centralised inbound function that will serve as the single point of accountability for all inbound customer interactions across multiple business verticals, channels, and client portfolios.
Reporting into the Office of the COO, this strategic leadership role will transform inbound operations from a fragmented support function into a high-performing collections channel designed to maximise customer engagement, operational efficiency, and revenue generation. The successful candidate will own the entire inbound ecosystem, including service delivery performance, collections yield, workforce management, orchestration and routing strategy, AI voice agent deployment, digital engagement channels, and operational governance.
This role offers the rare opportunity to build a function from inception, creating the operating model, procedures, governance framework, quality standards, workforce strategy, and performance measurement systems that will define the future state of inbound operations.
If you enjoy driving large-scale operational transformation, influencing executive stakeholders, and delivering measurable commercial value through innovative customer engagement strategies, this opportunity will provide significant visibility, impact, and career growth.

POSITION INFO:
ey Responsibilities Establish and lead the Inbound Operations Centre as a centralised function, including governance, operating procedures, structures, and performance frameworks. Design and implement a single inbound operating model across voice, digital, and omnichannel customer engagement platforms. Drive service delivery excellence through forecasting, workforce management, capacity planning, and operational optimisation. Own the inbound collections scorecard, ensuring achievement of service level, collections yield, customer experience, and operational performance targets. Lead the ongoing development and optimisation of IVR, routing, orchestration, and AI-enabled customer engagement capabilities. Develop and maintain quality, compliance, and risk management frameworks across all inbound channels. Partner with executive leadership and key business stakeholders to deliver strategic initiatives and operational transformation programmes. Build, develop, and retain a high-performing leadership team while fostering a culture of accountability, continuous improvement, and customer-centricity. Job Experience and Skills Required Qualifications: Bachelor's Degree (NQF Level 7) in Business Administration, Operations Management, Industrial Engineering, Information Systems, or a related field. Postgraduate qualification in Operations Management, Business Administration, Industrial Engineering, or related discipline advantageous. Certifications in Workforce Management, Lean Six Sigma, Customer Experience, Change Management, Project Management, or Conversational Design would be highly beneficial. Experience: Minimum 8 years' contact centre operations experience. At least 3 years' experience at Senior Management or Head level within a large-scale inbound contact centre environment. Proven experience leading multi-channel inbound operations with accountability for service levels, abandonment rates, customer experience, and operational performance. Experience within collections, financial services, credit, banking, or other highly regulated environments. Demonstrated experience establishing or transforming operating models, functions, or shared services capabilities. Experience working with IVR platforms, routing frameworks, telephony systems, workforce management solutions, and AI-enabled customer engagement technologies. Proven success presenting operational and commercial performance to executives, clients, and senior stakeholders. Budget, cost centre, or P&L ownership experience preferred. Skills & Competencies: Strong understanding of inbound contact centre operations, workforce optimisation, and service delivery management. Expertise in forecasting, scheduling, Erlang-based workforce planning, and intraday management. Knowledge of voice, digital, omnichannel, and AI-enabled customer engagement strategies. Strong understanding of collections operations and customer engagement best practices. Working knowledge of NCA, POPIA, Treating Customers Fairly (TCF), and related regulatory frameworks. Exceptional leadership, stakeholder management, negotiation, and influencing skills. Strong analytical and commercial acumen with a data-driven decision-making approach. Advanced reporting, operational analytics, and performance management capabilities. Ability to balance strategic vision with hands-on execution and operational excellence. Apply now! For more exciting Finance vacancies, please visit: \/>I also specialise in recruiting in the following: Actuarial Analyst Quantitative Analyst Risk Management If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles \/ positions. For more information, contact: Heidi Joubert Specialist Recruitment Consultant Connect with me on LinkedIn!