Head of Support
MerchantsWes-Kaap, South Africa2 days ago
Job descriptionDrive service quality, delivery standards, and alignment with internal and external client expectations. Ensure operational support solutions are tailored to business unit needs and in line with industry best practices. Collaborate with Business Development and Consulting to design scalable shared service offerings. Lead by example, fostering a culture of teamwork, accountability, and excellence. Ensure the department is fully resourced and equipped to meet business demands. Coach, mentor, and develop team members through robust p erformance management and career pathing frameworks. Champion diversity, inclusion, and Employment Equity (EE) objectives in recruitment and development processes. Own and manage the Shared Services budget and forecasts to ensure commercial sustainability. Align financial planning with execution to deliver cost-efficient and high-performing support services. Define and implement commercial models that enable growth and operational efficiency. 10 years of relevant business experience, with a minimum of 5 years in a Contact Centre or BPO environment. Proven track record in operational strategy, business performance improvement, and leadership. Strong financial and commercial acumen. Excellent communication, analytical, and stakeholder management skills.
Head of Operational Support – BPO Operations
We’re looking for an experienced and strategic Head of Operational Support to lead the Operational Support function within our South African BPO Operations. This role is pivotal in driving operational excellence through performance tracking, planning, insight analysis, and continuous improvement initiatives.
As a member of the Operations Leadership Team, you’ll collaborate with other senior leaders to ensure the business meets its contractual, commercial, and strategic goals — helping Merchants strengthen its position as a leading provider of outsourced customer management services.
Key Responsibilities
1. Strategic Development & Value Proposition
- Lead the definition, design, and execution of the Merchants Operational Services strategy and value proposition.
- Partner with Strategy, Consulting, and Business Development teams to shape a centralized support services strategy.
2. Operational Delivery
3. People Leadership
4. Commercial & Financial Management
Required experience
Why Join Merchants?
At Merchants, we’re passionate about creating exceptional customer experiences while empowering our people to achieve their full potential. As part of a dynamic, growing business, you’ll have the opportunity to influence strategy, drive innovation, and lead a high-impact support function that underpins operational success.
Ready to lead the future of Operational Support?
Apply now and be part of a purpose-driven organisation that’s shaping the future of the BPO industry.
#J-18808-Ljbffr
Create a job alert for this search
Head Of • Wes-Kaap, South Africa
Related jobs
- Promoted
Head of Retail
LevelUP HCSWes-Kaap, South Africa LevelUP HCS City of Cape Town, Western Cape, South Africa.We are seeking a visionary leader to spearhead our clients Retail, Direct to Consumer (D2C), and Business Development division.This role of...Show moreLast updated: 30+ days ago
- Promoted
Head of Growth
SaltWes-Kaap, South Africa Salt City of Cape Town, Western Cape, South Africa.A leading fintech that focuses on consumer finance based in Cape Town is looking for a Head of Growth.
We are looking for someone who is numbers an...Show moreLast updated: 30+ days ago
- Promoted
Head of Marketing & Sales
Job CrystalWes-Kaap, South Africa Head of Marketing & Sales - Western Cape.High level from Strategy : Enduring value and a sustainable return on investment to all our stakeholders.
To commercialise and monetise TSIBA Business School ...Show moreLast updated: 30+ days ago
- Promoted
Underwriting Assistant / Support
West Coast PersonnelWes-Kaap, South Africa Underwriting Assistant / Support.The ideal candidate will ensure the accuracy of underwriting records, uphold regulatory standards, and contribute to the efficient operation of the underwriting dep...Show moreLast updated: 11 days ago
- Promoted
Departmental Heads Leadership Development Programme
Teach The NationWes-Kaap, South Africa Calling all Departmental Heads! Teach The Nation (TTN) recruits a network of exceptional leaders who want to address the inequity that characterises our current public education system.Through our ...Show moreLast updated: 30+ days ago
- Promoted
Head : Wholesale
EngenWes-Kaap, South Africa Engen City of Cape Town, Western Cape, South Africa.With key focus on Talent acquisition and initiatives, strategic sourcing, brand support & awareness, stakeholder engagement & coaching and report...Show moreLast updated: 1 day ago
- Promoted
Customer Support Manager
YesPlayWes-Kaap, South Africa As part of the department’s growth, the YesPlay customer support team uses a well-known and industry-best support CRM solution to optimize the way in which customer support queries are addressed.Th...Show moreLast updated: 30+ days ago
- Promoted
German-Speaking IT Support - Cape Town
MoraeWes-Kaap, South Africa You will be the first point of contact for our clients, helping to resolve issues via calls, emails, and our support portal.
You’ll work closely with experienced professionals and gain hands‑on expo...Show moreLast updated: 21 days ago
- Promoted
Head Of Marketing Western Cape
Job CrystalWes-Kaap, South Africa Head of Marketing & Sales - Western Cape.High level from Strategy : Enduring value and a sustainable return on investment to all our stakeholders.
To commercialise and monetise TSIBA Business School ...Show moreLast updated: 30+ days ago
- Promoted
Head of Finance
CA Financial AppointmentsWes-Kaap, South Africa Ready to Lead Finance at a Growing Pan-African Business?.This is a rare opportunity to step into a.If you’re a finance leader who thrives in entrepreneurial, hands‑on environments this could be you...Show moreLast updated: 30+ days ago
- Promoted
Support Analyst
Cape Union Mart GroupWes-Kaap, South Africa Are you passionate about solving technical problems and making systems work smarter and smoother? We're looking for a.IT team and play a vital role in supporting our business-critical systems and r...Show moreLast updated: 30+ days ago
- Promoted
SUBJECT SPECIALISTS / FACILITATOTS, ON -SITE COORDINATORS AND RESOURCE CENTRE MANAGER
Programme For Technological CareersWes-Kaap, South Africa NPO in the education space with its focus on the STEM careers founded in 1982.PROTEC Learner and Teacher Support programs aim to improve learner performance in.
Mathematics, Physical Sciences and En...Show moreLast updated: 30+ days ago
- Promoted
Customer Support Operations Manager (Call Centre)
MoonspinWes-Kaap, South Africa The Customer Support Operations Manager is responsible for leading and optimizing call centre operations, ensuring world-class service delivery, and aligning operational performance with the organi...Show moreLast updated: 30+ days ago
- Promoted
Technical Support Specialist
LulaWes-Kaap, South Africa Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimize their cash flow.Our purpose is to help SMEs manage their businesses better, faster, and more s...Show moreLast updated: 8 days ago
- Promoted
Head / Sous Chef in Plettenberg Bay
Club Haus PlettWes-Kaap, South Africa Location : Plettenberg Bay, Western Cape.About the Role We are seeking an experienced and passionateHead Chefto lead our kitchen team at a dynamic, high-volume restaurant in the heart of Plettenberg ...Show moreLast updated: 8 days ago
- Promoted
Resolutions Team Leader
MVIAWes-Kaap, South Africa MVIA Southern Suburbs, Western Cape, South Africa.We are seeking a proactive and people-focused Resolutions Team Leader to join our team in the financial services sector.
In this role, you will be r...Show moreLast updated: 30+ days ago
- Promoted
Head of Software Engineering
Mindworx Consulting and AcademyWes-Kaap, South Africa The Head of Software Engineering will lead and scale the software engineering function across multiple teams, driving innovation, delivery excellence, and technical strategy.The role requires a str...Show moreLast updated: 19 days ago
- Promoted
Network Operations Center – Level 2 Support Engineer
MoonspinWes-Kaap, South Africa Network Operations Center – Level 2 Support Engineer.Moonspin – City of Cape Town, Western Cape, South Africa.Moonspin is proud to offer industry‑leading Customer Service, Risk / Fraud, and Tech Deve...Show moreLast updated: 2 days ago