General Manager at WNS Global Services

Job description

Main purpose:

This role exists to be the head of our Business Process Enhancement Team within WNS SA. This role will be responsible for making sure that we have a transformation roadmap for each of our clients in each SBU and that we add meaningful value to our clients by staying on the forefront of new technologies and processes.

Qualifications required:

• Bachelor’s Degree in Engineering, Statistics or Mathematics or equivalent professional experience in lieu of a degree
• Certified Six Sigma Black Belt or Master Black Belt

Experience:

• Two or more years of experience using Operational Excellence and Continuous Improvement methods (LEAN, Six Sigma, TQM)
• Two years exposure to BPO industry
• Two years’ experience in Managing Projects within large corporates
• 2 Years’ experience heading up a BPET function within BPO will be advantageous

Knowledge, skills and attributes 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
• Proven track record of delivering results and leading teams in a dynamic business environment
• Change agent with strong credibility and influence in the organization
• Demonstrated ability to motivate others and achieve results
• Strong analytical and quantitative skills
• Strong oral and written communication skills
• Strong interpersonal and leadership skills
• Anticipates customer needs and ensures that they are met
• Measures processes and performance through the customer's eyes