Group Manager - Ops at WNS Global Services

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

Knowledge, Skills and Attributes:

• Leadership
• Change management
• Effective coaching skills
• Commercial acumen
• Planning and organizational skills
• MS Office at an advanced level

Key responsibilities:

Operational Delivery

• Deliver contractual and commercial performance through cost and profitability management

People Management

• Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition

Compliance & Governance

• Ensure compliance to all relevant process and regulatory standards

Cost Management

• Control and minimise costs

Innovation

• Drive continuous improvement and create value by delivering excellent customer experience

Qualifications

Qualifications and Experience
• Minimum requirement : Matric
• Customer service experience
• UK  Utility call center experience advantageous

Required Skills:
• Computer literacy (Essential).
• Proficient in MS Word, Email and good typing speed (Essential).
• Neutral accent with excellent verbal and written English communication skills (Essential)