Head of Support

Head of Operational Support – BPO Operations About the RoleWe’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 Responsibilities1. Strategic Development & Value PropositionLead 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 DeliveryDrive 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.3. People LeadershipLead 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 performance management and career pathing frameworks.Champion diversity, inclusion, and Employment Equity (EE) objectives in recruitment and development processes.4. Commercial & Financial ManagementOwn 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.Required experience10 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.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.