Assistant Manager - Operations at WNS Global Services SA

Job Description

• We are looking for self-motivated, results-orientated, mature individuals with sound leadership skills, to be responsible for driving performance and achieving the agreed KPIs, while building a positive, people-focused team environment.

Key responsibilities will include:

Driving Operational Excellence

• Leading a team of Customer Service Associates to perform effectively against set targets/KPIs
• Ensuring that all customer contacts/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs
• Reviewing and managing each team member’s performance
• Identifying and communicating barriers to performance/service delivery to the Deputy Manager
• Ensuring adherence to Standard Operating Procedures and company policies

Team Leadership

• Keeping the team informed of anything happening that may impact them
• Establishing good rapport within the team and with other teams
• Having regular Team Meetings, as well as individual Status Sessions with each team member
• Actively supporting the team to meet their deadlines and targets
• Driving team-building initiatives and supporting company activities
• Living the company’s values in all day-to-day activities
• Being a role model to the team
• Supporting the team through periods of change

Learning & Development

• Working closely with Operations Support, Training & HR to support the journey of new starters
• Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
• Ensuring that each team member has a Personal Development Plan
• Attending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information

Qualifications

• Matric