Group Manager - Ops - South Africa at WNS Global Services SA

Job Description

Accountability & Responsibility

• As part of the senior management team of you lead a specialist function
• You are customer & client facing & strive to deliver excellent customer experience
• You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area
• You drive the ISBU culture through effective communication, by continuously displaying the ISBU habits & behave as a role model leader
• You develop people's knowledge of your functional area to benefit the business & the client
• You support your operations colleagues to exceed client expectations on all levels at all times
• You remain at the leading edge of knowledge for your area of functional expertise
• You are accountable for risk management & compliance for your functional area
• You share your knowledge & best practice to improve performance
• You deliver business intelligence & insight for your functional area
• You are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism

Compliance

• Ensure Compliance to all Relevant Process & Regulatory Standards
• Continuous Improvement Design & Deliver Change Initiatives & Projects
• Subject Matter Expertise Maintain Extensive Skill & Knowledge in Your Specialist Field
• Functional Delivery & Optimization Ownership & Development of Your Functional Area

Lines of Business:

• Inbound
• Technical Support
• Outbound Dialer
• Operations Support (Back Office)
• Online Support

Key requirements:

• Matric/Grade 12;