Derick
Head of Department (Origination) – Unifi
Location: Bellville, Western Cape
Employment Type: Permanent
Closing Date: 22 May 2026
Industry: Financial Services / Fintech / Digital Lending
Functional Area: Operations / Contact Centre Leadership
About Unifi
Unifi is a rapidly expanding financial technology company operating across multiple African markets including South Africa, Zambia, Uganda, Kenya, and Tanzania. The organisation specialises in providing personal lending solutions through digital platforms such as online applications, mobile services, and branch-based support channels.
In South Africa, Unifi’s operations are highly structured around a centralised digital lending model supported by a large contact centre environment based in Bellville (Tyger Valley). The organisation is backed by strong investment partners and an experienced leadership board with deep expertise in entrepreneurship, credit markets, and lending operations.
The business also integrates closely with shared services functions such as credit assessment, IT systems, data analytics, HR, and finance, creating a highly data-driven operational ecosystem.
Role Overview
The Head of Department (Origination) is a senior operational leadership role responsible for managing the full lifecycle of new loan applications within a high-volume contact centre environment.
This position is not only about managing people, but also about designing, improving, and optimising operational processes. The successful candidate will oversee a team of approximately 60 employees, including Team Leaders and Origination Agents, ensuring that applications move efficiently through the approval pipeline with minimal delays and maximum conversion rates.
The role requires a strong blend of leadership, analytical thinking, and technical capability, particularly in using data to drive operational performance improvements.
Key Responsibilities
Leadership and Team Management
- Lead, coach, and develop Team Leaders and Origination Agents to achieve operational excellence
- Manage performance reviews, KPI setting, and performance improvement plans
- Build a high-performance, accountable, and customer-focused culture
- Ensure staffing levels align with operational demand and volume fluctuations
- Support employee engagement, morale, and team development initiatives
Operational Management
- Oversee daily contact centre origination operations
- Ensure adherence to service level agreements (SLAs) and turnaround time targets
- Monitor application flow efficiency and agent productivity
- Identify operational risks within the origination pipeline and implement mitigation strategies
- Coordinate with workforce management to ensure optimal scheduling and capacity planning
Data, Analytics, and Reporting
- Write and execute SQL queries to extract and analyse operational data
- Use data insights to identify bottlenecks, inefficiencies, and system issues
- Analyse trends in application flow, conversion rates, and agent performance
- Produce daily, weekly, and monthly operational reports including:
- SLA performance
- Customer satisfaction metrics
- Quality assurance (QA) scores
- Workforce performance indicators
- Operational risk summaries
Process Improvement and Optimisation
- Continuously review and audit origination workflows
- Identify opportunities to reduce turnaround time and increase conversion rates
- Implement process enhancements to reduce repeat calls and operational friction
- Drive automation and efficiency improvements in collaboration with systems teams
Cross-Functional Collaboration
- Act as a bridge between Operations, IT, and Product development teams
- Escalate and resolve system-related issues affecting application processing
- Work closely with Customer Service leadership to align operational goals
- Contribute to cross-functional initiatives aimed at improving customer experience
Compliance and Risk Management
- Monitor compliance breaches and operational risks within the origination process
- Track complaint categories and unresolved cases
- Ensure adherence to internal policies and regulatory requirements
- Escalate critical system or process failures to relevant technical teams
Requirements
Minimum Qualifications
- Grade 12 (Matric) is essential
- Diploma or Degree in Business, Operations, Management, or related field (advantageous)
Experience
- Minimum 5+ years in contact centre management
- Strong background in high-volume origination, sales, or lending environments
- Experience in financial services, microfinance, banking, or lending is highly advantageous
- Experience managing 24/7 operational environments will be beneficial
- Proven track record of managing Team Leaders and large operational teams
Technical Skills
- Intermediate SQL is essential (including SELECT, JOIN, WHERE, and basic data manipulation)
- Strong proficiency in Microsoft Excel (reporting, analysis, and dashboards)
- Experience working with operational reporting tools and CRM systems is beneficial
Key Competencies
- Strong analytical and problem-solving ability
- High attention to detail and process discipline
- Excellent leadership and people management skills
- Strong communication skills (written and verbal)
- Ability to work in a fast-paced, high-pressure environment
- Process-driven mindset with a focus on continuous improvement
- Resilient, energetic, and adaptable personality
- Ability to balance operational execution with strategic thinking
What Makes This Role Unique
This is a high-impact leadership position where operational execution meets data-driven decision making. The successful candidate will play a critical role in shaping how loan applications are processed, improving efficiency, and directly influencing business growth and customer experience.
The environment is fast-moving, analytical, and highly performance-focused, making it ideal for someone who thrives in structured chaos and enjoys solving complex operational challenges using data and leadership skills.
Final Note
Unifi is seeking a hands-on, analytical, and process-focused leader who is not afraid to challenge systems, improve workflows, and lead large teams with confidence. If you are comfortable working at the intersection of operations, technology, and customer experience, this role offers a strong career growth opportunity in the fintech sector.
