Head of Department

n environment where community members take ownership, grow and perform attheir best, while treating every client with dignity and respect.Responsibilities● Take ownership of the call centre's operational performance by setting clearpriorities, track progress and hold teams accountable for results.● Build capable, confident team leaders who take ownership of their teams, manageperformance, coach their community members and address challenges early.● Challenge how things are done and find ways to improve processes to make lifeeasier for our clients and teams.● Plan staffing, shifts, workloads and resources to meet operational demands,manage costs and maintain service levels.● Create an environment where people feel supported, take ownership, worktogether and are challenged to perform at their best.● Make sure all client interactions are aligned to the Unifi way, treating clients withdignity and respect● Use performance data to identify trends, understand problems and make practicalchanges that improve productivity, service and results.● Partner with country teams to solve operational challenges, share frontline insightsand improve systems, processes and the client experience.● Work with HR to recruit the right people, develop talent, manage performance andaddress people challenges early.Requirements● A relevant qualification in Business Management, Operations or a related field isadvantageous, but proven operational leadership experience matters more.● 5+ years of operational management experience in a fast paced, target-drivenenvironment, ideally in financial services or call centre operations.● Proven experience leading other managers across multiple teams, with a trackrecord of improving performance and developing people.● Strong understanding of call centre operations, workforce planning, resourcemanagement, performance targets and cost efficiency.● Experience managing sales, collections or recovery operations and know howdrive performance.● Strong analytical skills, with the ability to interpret data, identify trends, solveproblems and make informed decisions.● A hands-on, practical approach to leadership, with the ability to balance day-to-day operational demands with longer-term improvements.● The confidence to set clear expectations, challenge performance and have difficultconversations while treating people with dignity and respect.● A curious, solutions-focused mindset.

You question how things are done, challengewhat isn't working and take ownership of making things better.● Strong communication and relationship building skills, with the ability to workacross teams, influence decisions and bring people along.● Fluent in English.Apply(opens in a new tab)