General Manager: Operations at WNS Global Services SA

About the Job

Job Description

• You will be fully responsible for all aspects of our Retail Client Operations. This will include: Achieve and exceed all client KPI’s and manage the day to day relationship with our Retail Clients.
• You will lead the Customer Services and Sales Departments by creating and instilling a customer services sales culture in a customer centric and high-performance culture through effective management of people, metrics, and projects, with the objective of generating revenue and the retention of business.
• You will be the key point of all day to day contact, and will be responsible to hosting, and creating the Weekly, Monthly and Quarterly performance review decks and minutes. Achieve WNS financial targets which include revenue, GC and GM targets.
• You will be required to report on these internally at least monthly, and be responsible for the creation of the monthly invoice.
• Achievement of these targets will include the approval of invoices for additional hardware, the management of attrition and the resultant unbilled time for new staff in training, and management of OPAS ratios to reduce unnecessary cost.
• You will be responsible for leakage audits including regular review of the headcount reports, variable payments made to staff (OT, ET, commissions). 
• AWOL staff must be processed quickly, and all absence must be validated for authenticity.
• Ensuring you have a happy workforce. This will be done through the application of the WNS 5 People Promises and the embedding of SMARTOPS. Regular engagement activities are to take place, as well as a structured and advertised Engagement Calendar should be accessible to the staff. A newsletter is to sent out at least weekly to the floor.
• Team development and succession. You will develop a team of leaders that are fully aligned to the deliverance of these goals, are positive, and display the values and leader behaviours of WNS and Retail clients at all times. Performance reviews are to be completed at least monthly for this team, with development plans as needed. Reward and recognition of staff to be done through the effective use of LYS, LOC and variable pay models. .
• Governance and compliance. You will work your team to ensure all relevant CBT’s are completed in a timely manner. Regular local and global risk audits are completed on your operation; you will work with these teams to close all risks as quickly as possible, and to implement processes to reduce and remove these risks in the future

Essential Minimum

• 5 years' experience as a large contact center managerMinimum 3 years' experience in operational sales and/or retentions Thorough knowledge of contact center technology
• Computer literacy (MS Office) at advanced level (word, excel, PowerPoint)

Preferred

• Proven ability in managing a high performing environment in sales and/or retentions
• Contact Centre Leadership People management
• Stakeholder managementReport writing and report presentation
• Online retail experience

Other Specific 

Requirements

• Rotational Shifts Monday to Sunday, public holidays, weekends
• Knowledge of Quality Assurance Management/Quality and Service Improvement methodologies
• Must be able to travel between WNS sites locally when required Own transport

Qualifications
Essential

• Matric/Grade 12 Certificate

Preferred

• Tertiary qualification in Contact Centre Management or similar
• Continuous Improvement E.g., Lean Six Sigma certification

Additional Information
Essential

• Minimum 5 years' experience as a large contact center manager
• Minimum 3 years' experience in operational sales and/or retentions
• Thorough knowledge of contact center technologyComputer literacy (MS Office) at advanced level (word, excel, PowerPoint)

Preferred

• Proven ability in managing a high performing environment in sales and/or retentions
• Contact Centre Leadership
• People management
• Stakeholder management
• Report writing and report presentation
• Online retail experience
• Other Specific Requirements
• Rotational Shifts Monday to Sunday, public holidays, weekends
• Knowledge of Quality Assurance Management/Quality and Service Improvement methodologies
• Must be able to travel between WNS sites locally when required