Operations Manager

📍 Diep River | Office Based

 Sigma is seeking an exceptional Operations Manager to oversee a designated area within our financial services operation. You’ll ensure smooth day-to-day delivery, foster a culture of continuous improvement, and lead high-performing teams who are motivated, engaged, and recognized.

Reporting directly to the Head of Department, you’ll drive performance, compliance, and client satisfaction while exceeding expectations in a fast-paced BPO environment. Your leadership will directly influence operational success, employee engagement, and client growth in our award-winning business.

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.

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

🏆 Monthly, Quarterly, and Annual awards with marvellous 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.

As our Operations Manager, you’ll take ownership of your team’s performance, ensuring consistency, engagement, and development while driving operational success.

You’ll:

• Lead and develop the team to ensure consistency in performance, stability, and succession planning.
• Be accountable for engagement and retention, ensuring attrition and absenteeism targets are met.
• Actively support team development, driving better performance, engagement, and retention.
• Provide leadership, coaching, and development for Assistant Operational Managers, Team Leaders, and Agents.
• Ensure Team Leaders dedicate 80% of their day to supporting and coaching their agents.
• Be accountable for Assistant Operations Manager and Team Leader performance.
• Work with HR and Recruitment to drive the recruitment and selection of Team Leaders and Advisors.
• Carry out regular 1-2-1s, embedding a culture of training and development, identifying actions, and working with trainers to build skills and knowledge effectively.
• Develop a coaching culture, ensuring agents receive timely and effective feedback from the Quality team.
• Collaborate with the Quality team to achieve and maintain quality metrics.
• Ensure effective and consistent communication across the team, encouraging feedback and customer insight to enhance the customer experience.

As our Operations Manager, you’ll balance commercial performance with compliance, people development, and customer outcomes, while maintaining consistency under pressure and building trust through ethical leadership.

You’ll ideally bring:

• 2 years or more experience in mid–senior Operations Management.
• 2 years or more experience in a call centre/BPO environment.
• Financial services experience in a contact centre is desirable
• Collections experience in a contact centre is desirable
• Proven track record of delivering business improvements, cost savings, and revenue growth.
• Experience with financial metrics and corporate governance within regulatory standards.
• Strong leadership, people management, communication, and influencing skills.
• Ability to build and maintain strong working relationships.
• Experience managing large multi-site/multi-skilled centres (desirable).
• Experience with multinational or offshore subsidiaries (desirable).
• Strong commercial understanding with accountability for profit targets.
• Ability to translate business strategy into day-to-day delivery.

This isn’t just another operations role. 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.

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

📩 Apply today and help us #ImproveEverythingAlways.