Head of Operations – Financial Services

📍 Cape Town

Lead. Inspire. Deliver Results.

Are you a commercially focused operations leader with a track record of transforming performance, leading high-performing teams, and building strong client partnerships within financial services?

At Sigma, we're looking for an exceptional Head of Operations to lead a large-scale financial services operation, driving performance, compliance, client satisfaction and commercial success in a fast-paced BPO environment.

This is an opportunity to join an award-winning business where your leadership will directly shape operational success, colleague engagement, and client growth.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact.

What you'll get

📈 Career development and opportunities to apply for internal promotions following your probationary period.

🏆 Monthly, Quarterly, and Annual awards with marvelous prizes.

💆‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

🚗 Transportation Benefits – Accommodate by making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

🍕 Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

💅 💪 Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

💖 Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.

🤓 Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

💻 Join communities and collaborate with your colleagues on our internal Social Media platform.

💙 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family. 

What Your Day-to-Day Will Look Like

As our Head of Operations, you'll take ownership of a high-performing financial services campaign, leading leaders to consistently deliver outstanding results.

You'll:

• Lead, develop and inspire Operations and Team Managers to achieve service, quality and customer outcome targets.
• Drive commercial performance through strong operational management and data-led decision making.
• Lead a high-performing operation, creating a culture of accountability, ownership and continuous improvement.
• Drive colleague engagement initiatives and action plans that improve eNPS, strengthen retention and create a high-performance culture across all teams.
• Partner with clients and senior stakeholders to build trusted, long-term relationships.
• Embed effective performance management through coaching, development and clear accountability for results.
• Drive operational strategy and build client trust to continue to grow with us.
• Ensure FCA compliance and regulatory standards are embedded across the operation, maintaining robust control frameworks, oversee internal and external audits, manage regulatory risks.
• Manage operational budgets, headcount, incentives and profitability ensuring effective cost control and delivery against contractual and financial obligations.
• Own talent development and succession planning across your operation.
• Identify and implement performance improvement initiatives that enhance productivity and customer outcomes.
• Work closely with Workforce Planning, Training, QA, Compliance and HR to optimise delivery.
• Lead operational recovery, performance turnarounds and business growth initiatives.
• Act as the senior escalation point across the campaign and client relationship.

Who We're Looking For

You're an experienced leader who knows how to balance commercial performance with compliance, people development and exceptional customer outcomes.

You'll ideally bring:

• Significant leadership experience within insurance, financial services, or regulated sales environments
• A proven track record leading large-scale contact centre or financial operations
• Experience stabilising operations and delivering sustainable performance improvements
• Strong understanding of FCA and regulatory requirements
• Excellent commercial acumen with responsibility for revenue, budgets and operational performance
• Confidence working directly with senior client stakeholders, including C-suite executives
• Experience using data, insight and analytics to drive operational decisions
• Strong coaching and leadership capability, with a passion for developing high-performing teams
• Knowledge of insurance screening solutions such as Verisk (desirable)
• A resilient, adaptable and results-focused approach

Why This Role?

This isn't just another operational leadership position.

It's an opportunity to lead a critical client partnership, shape strategy, influence business decisions, develop future leaders, and make a significant commercial impact within one of South Africa's most exciting BPO businesses.

If you're ready to take ownership, drive growth and build something exceptional, we'd love to hear from you.

Join the Sigma Family.

📩 Apply today and help us #ImproveEverythingAlways.