General Manager Operations at WNS Global Services

Job description

KEY RESPONSIBILITIES AREAS WILL INCLUDE:

• BU Strategy & Operational Plans
• Participation and inputs into the overall BU Strategy
• Implementing operational plans to meet BU strategic objectives
• Commercial Performance
• Achieving/exceeding revenue & margin targets
• New business growth
• Budget & Expense Management
• SLA Management & Contractual Performance
• Compliance with and delivery on all contractual KPIs
• Client Relationship Management
• Client Relationship Management, innovation & insights
• Client Satisfaction
• Operational Performance
• Absence, Attrition, Adherence, Headcount/capacity
• People Leadership & Management
• Risk Management & Governance

QUALIFICATIONS REQUIRED

Essential

Matric/ Grade 12 Certificate

Preferred

• Bachelor’s Degree in Business Management or Operational Management
• Relevant professional management qualification

EXPERIENCE & KNOWLEDGE REQUIRED

Essential

• Sound track record in contact centre operations management, with at least 5 years’ experience at a senior management level (preference will be given to candidates with contact centre management experience within the BPM/ BPO and BFSI industries).
• Sound business acumen to understand the inner workings, strategies and philosophies of a business with proven ability to manage multiple and diverse processes
• Demonstrated leadership and vision in managing large staff groups and major projects and initiatives
• Proven experience in the use of business planning software to build financial projections, charts and reports
• Knowledge of leadership and people management & leadership principles and best practices
• Knowledge of Financial Management
• Comprehensive knowledge/understanding of SA’s BPO market and competitors
• A solid working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)

Preferred

• An integral understanding of the Banking, Financial Services, and/or Insurance industries, markets & competitors.

SKILLS & COMPETENCIES REQUIRED

• Confident Personality – able to challenge and debate issues of importance to the business
• Persuasive & Influential – able to look at situations from several points of view; create a shared vision and to positively influence others to achieve results that are in the best interest of the business
• Adaptable –able to be flexible, versatile and/or tolerant in a changing, complex work environment while maintaining effectiveness and efficiency
• Behaves Ethically - understands ethical behaviour and business practices, and ensures that own and others behaviour is consistent with these standards and aligns with the values of the company
• Builds Relationships - establishes and maintains positive working relationships with others, both internally and externally, to achieve company goals
• Creative / Innovative - develops new and unique ways to improve the operations of the business and to create new opportunities.
• Focuses on Client Needs - anticipates, understands and responds to the needs of internal and external clients to meet or exceed expectations within company parameters.
• Fosters Teamwork - works cooperatively and effectively with others to set goals, resolve problems, and makes decisions that enhance organizational effectiveness.
• Makes Sound Decisions – assesses situations to determine the importance, urgency and risks, and makes clear decisions, based on sound judgment, which are timely and in the best interests of the business.
• Organized – organizes resources, sets priorities, manages time effectively, monitors progress towards goals, and tracks details, data, information and activities
• Plans - determines strategies to move the business forward, sets goals, creates and implements actions plans, and evaluates the process and results.
• Solves Problems - assesses problem situations to identify causes, gathers and processes relevant information, generates possible solutions, makes recommendations and/or resolves problems.
• Has a High Energy Level & Stress Tolerance - to cope with the long hours, regular travel and constant deadlines; excels at operating in a fast paced environment; is resilient, has tenacity and maintains high levels of drive and initiative under pressure
• Communicates effectively - at all levels both within, as well as outside the company
• Sound commercial mentality
• Conflict management & resolution skills
• Networking skills & the ability to be resourceful

OTHER REQUIREMENTS

• Will often be required to work evenings, weekends and overtime hours to accommodate activities such as Exco meetings and representing the business during client visits.
• Must be able to cope with long hours, regular travel and constant deadlines