https://jobs.govnet.co.za/customer-service/RSS latest ads: Customer Service & Call Centre https://jobs.govnet.co.za/western-cape-cape-town/general-manager-customer-operations-collections-at-happy-pay-jobs-1089.html https://jobs.govnet.co.za/western-cape-cape-town/general-manager-customer-operations-collections-at-happy-pay-jobs-1089.html <p><span></p> <h2>About the Role</h2> <ul> <li>We are appointing a General Manager: Customer Operations & Collections to transform, scale, and professionalise Happy Pay’s customer service and debt collections function.</li> <li>An operations team already exists, with early systems and processes in place. This role is about taking that foundation and turning it into a scalable, KPI-driven operation capable of supporting a fast-growing BNPL credit book.</li> <li>This is a hands-on leadership role for someone who thrives in unstructured, high-growth environments — a leader who can design systems, implement tools, set performance standards, and coach teams while the business is moving quickly.</li> <li>You will own the evolution of the customer service and debt collections function as Happy Pay grows through 2026 and beyond.</li> </ul> <h2>What You’ll Do</h2> <h3>Transform & Scale the Collections Function</h3> <ul> <li>Lead the end-to-end transformation of Happy Pay’s debt collections operation in line with rapid growth of the credit book.</li> <li>Design and implement a scalable collections operating model, covering early-stage, late-stage, and customer support interactions.</li> <li>Introduce structure, governance, and repeatability into an evolving startup environment.</li> </ul> <h3>Systems, Tooling & Automation</h3> <ul> <li>Assess existing systems and lead the implementation of fit-for-purpose collections and customer service tools CRM, diallers, workflow, payments, reporting.</li> <li>Work closely with Product and Technology teams to prioritise and deliver operational tooling.</li> <li>Build supporting training materials and user guides for systems and processes.</li> </ul> <h3>KPI-Driven Performance Management</h3> <ul> <li>Define, implement, and own KPIs and performance frameworks across customer service and collections.</li> <li>Build reporting packs and insights for senior leadership and executives, including portfolio performance, customer outcomes, and operational efficiency.</li> <li>Use data to drive continuous improvement, resourcing decisions, and strategy.</li> </ul> <h3>Debt Book & Call Centre Management</h3> <ul> <li>Own operational oversight of the BNPL debt book, ensuring sustainable performance and fair customer outcomes.</li> <li>Lead and coach call centre agents and customer experience teams, setting clear expectations and performance standards.</li> <li>Establish QA, coaching, and feedback loops to improve agent effectiveness and customer interactions.</li> </ul> <h3>Training, Coaching & Capability Building</h3> <ul> <li>Design and implement training frameworks for collections and customer service teams, including onboarding and ongoing development.</li> <li>Coach team leaders and agents to operate effectively within new systems and performance expectations.</li> <li>Build leadership capability within the team as the operation scales.</li> </ul> <h3>Leadership & Stakeholder Engagement</h3> <ul> <li>Report regularly to senior leadership and executives on performance, risks, and opportunities.</li> <li>Partner closely with Risk, Compliance, Finance, Product, and Technology teams.</li> <li>Act as the senior operational owner for customer service and collections as Happy Pay scales.</li> </ul> <h2>Requirements</h2> <ul> <li>5+ years’ experience in collections, customer operations, call centre management, or credit operations</li> <li>Proven experience building, transforming, or scaling collections or customer service operations</li> <li>Strong hands-on experience with debt book management and call centre environments</li> <li>Demonstrated ability to implement systems, tooling, and reporting frameworks</li> <li>Experience setting and managing KPI-driven operations</li> <li>Comfortable operating in fast-moving, unstructured startup environments</li> </ul> <h2>Advantageous</h2> <ul> <li>Experience in BNPL, fintech, unsecured lending, or retail credit</li> <li>Exposure to modern collections trends, digital channels, and automation</li> <li>Experience leading teams through periods of rapid growth and change</li> </ul> <h2>What You’re Like</h2> <ul> <li>Scrappy, practical, and execution-focused</li> <li>Comfortable building while running</li> <li>Structured thinker who brings clarity to ambiguity</li> <li>Confident leading frontline teams and senior stakeholders</li> <li>Motivated by impact, not titles</li> <li>Calm under pressure and commercially minded</li> </ul> <p></span></p> Customer Service & Call Centre, Cape Town]]> Wed, 01 Apr 2026 11:50:05 +0000