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  • Posted: Sep 27, 2021
    Deadline: Not specified
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    Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
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    Group Manager - Ops

    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)

    Method of Application

    Interested and qualified? Go to WNS Global Services on jobs.smartrecruiters.com to apply

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