Job Description

About Happy Pay
Happy Pay is an ad-subsidised payments network that gives South Africans access to zero-cost credit at checkout. Our model is powered by a blend of merchant fees and a performance advertising platform that connects high-intent shoppers with relevant brands.
We exist to save consumers millions in interest and fees, while helping merchants boost conversion, increase average order value, and drive repeat sales. At the core of what we do is a commitment to responsible credit, fair customer outcomes, and building systems that scale sustainably.
About the Role
We are appointing a General Manager: Customer Operations & Collections to transform, scale, and professionalise Happy Pay's customer service and debt collections function.
An operations team already exists, with early systems and processes in place. This role is about taking that foundation and turning it into a scalable, KPI-driven operation capable of supporting a fast-growing BNPL credit book.
This is a hands-on leadership role for someone who thrives in unstructured, high-growth environments -- a leader who can design systems, implement tools, set performance standards, and coach teams while the business is moving quickly.
You will own the evolution of the customer service and debt collections function as Happy Pay grows through 2026 and beyond.
What You'll Do
Transform & Scale the Collections Function

• Lead the end-to-end transformation of Happy Pay's debt collections operation in line with rapid growth of the credit book.
• Design and implement a scalable collections operating model, covering early-stage, late-stage, and customer support interactions.
• Introduce structure, governance, and repeatability into an evolving startup environment.

Systems, Tooling & Automation

• Assess existing systems and lead the implementation of fit-for-purpose collections and customer service tools (CRM, diallers, workflow, payments, reporting).
• Work closely with Product and Technology teams to prioritise and deliver operational tooling.
• Build supporting training materials and user guides for systems and processes.

KPI-Driven Performance Management

• Define, implement, and own KPIs and performance frameworks across customer service and collections.
• Build reporting packs and insights for senior leadership and executives, including portfolio performance, customer outcomes, and operational efficiency.
• Use data to drive continuous improvement, resourcing decisions, and strategy.

Debt Book & Call Centre Management

• Own operational oversight of the BNPL debt book, ensuring sustainable performance and fair customer outcomes.
• Lead and coach call centre agents and customer experience teams, setting clear expectations and performance standards.
• Establish QA, coaching, and feedback loops to improve agent effectiveness and customer interactions.

Training, Coaching & Capability Building

• Design and implement training frameworks for collections and customer service teams, including onboarding and ongoing development.
• Coach team leaders and agents to operate effectively within new systems and performance expectations.
• Build leadership capability within the team as the operation scales.

Leadership & Stakeholder Engagement

• Report regularly to senior leadership and executives on performance, risks, and opportunities.
• Partner closely with Risk, Compliance, Finance, Product, and Technology teams.
• Act as the senior operational owner for customer service and collections as Happy Pay scales.

Requirements
What We're Looking For

• 5+ years' experience in collections, customer operations, call centre management, or credit operations
• Proven experience building, transforming, or scaling collections or customer service operations
• Strong hands-on experience with debt book management and call centre environments
• Demonstrated ability to implement systems, tooling, and reporting frameworks
• Experience setting and managing KPI-driven operations
• Comfortable operating in fast-moving, unstructured startup environments

Advantageous

• Experience in BNPL, fintech, unsecured lending, or retail credit
• Exposure to modern collections trends, digital channels, and automation
• Experience leading teams through periods of rapid growth and change

What You're Like

• Scrappy, practical, and execution-focused
• Comfortable building while running
• Structured thinker who brings clarity to ambiguity
• Confident leading frontline teams and senior stakeholders
• Motivated by impact, not titles
• Calm under pressure and commercially minded

Benefits
Why Join Happy Pay?

• Join a company with a clear social mission and real traction.
• Work closely with a driven, founder-led team that's scaling responsibly.
• Shape how customer service and collections operate at scale in a high-growth fintech.
• Help define a fairer, more sustainable approach to consumer credit.
• Opportunity to participate in our Employee Share Option Program (ESOP).

Our Mission
To bring the cost of consumer credit to zero.
Our Vision
A world of equal financial empowerment, where everyone can thrive. Our Company Values

• Prioritise team health and well-being.
• Maintain the highest (but fair) standards for execution.
• Give frequent, fair, and always candid feedback.
• Empower teams to be entrepreneurial and explore their ideas.
• Celebrate wins, big and small.
• Embrace an owner's mentality.
• Care deeply about impact.
• Use time wisely and welcome diversity.

Skills Required