Head of Origination – Contact Centre Operations Leader

About the role

We are seeking an experienced Head of Origination to lead a high‑volume contact centre that manages the full customer application journey. This senior position will drive operational excellence, improve efficiency, and shape a performance‑focused culture.

Key responsibilities

• Lead, mentor and develop a team of Team Leaders and Origination Consultants.
• Ensure service levels, turnaround times and productivity targets are consistently met.
• Plan workforce and allocate resources to meet business demand.
• Analyse operational data and application trends using SQL and Excel to identify bottlenecks and support decision‑making.
• Monitor KPIs, conversion rates, quality standards and customer outcomes for continuous improvement.
• Collaborate with Technology and Product teams to resolve system challenges.
• Streamline workflows, reduce repeat interactions and enhance the customer journey.
• Produce daily, weekly and monthly operational reports covering performance, workforce metrics, satisfaction and compliance.
• Foster a culture of accountability, collaboration and continuous development.

Required profile

• 5+ years managing high‑volume contact‑centre operations, preferably in origination, sales or customer operations.
• Proven experience leading Team Leaders and large operational teams.
• Strong analytical mindset with a passion for process improvement.
• Excellent leadership, coaching and stakeholder‑management abilities.

Required skills

• SQL (SELECT, JOIN, WHERE, basic data manipulation).
• Advanced Excel for data analysis and reporting.

What we offer

• Competitive total‑cash compensation of R600 000 – R700 000 per annum.
• Opportunity to make a measurable impact on operational efficiency and customer experience.
• Dynamic, performance‑driven culture with strong development focus.